Category: Call Center Best Practices

1212 blogs
Welcome 2021 How to Prepare Your Contact Center for Anything

Welcome 2021 How to Prepare Your Contact Center for Anything

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything? Focusing on four key areas will have you well on the way to adapting and thriving in the face of disruptions both large and small.
Five Ways to Prepare for an Unpredictable Future in Your Call Center

Five Ways to Prepare for an Unpredictable Future in Your Call Center

Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable. Combine this with the need to suddenly disperse the workforce to their homes and it was a rollercoaster of a year! Ready to prepare for the unexpected? Here are five ways to plan, prepare and provide for your contact centers, your agents and most of all, your customers.
Reimagining the contact center for work from anywhere

Reimagining the Contact Center for Work From Anywhere

Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed. The reimagined, work-from-anywhere contact center has several benefits.
4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.