Category: Call Center Best Practices

1212 blogs
3 tips for successful customer data management

3 tips for successful customer data management

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey. According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology. These organizations are positioning themselves to capitalize on the value of customer data.
7 statistics that illustrate the importance of a good call routing strategy

7 statistics that illustrate the importance of a good call routing strategy

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. The same study revealed that 52% of businesses plan to invest in artificial intelligence in the next year, which can strengthen business continuity as well as streamline operations, and improve CX. Busy times, indeed!
How to Engage Contact Center Agents in a Hybrid Workforce Model

How to Engage Contact Center Agents in a Hybrid Workforce Model

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.
Kids playing while father works

Did 2020 Reveal the future of Public Sector Contact Centers?

Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO. Regardless of how the adoption of new flexible models in the contact center arrived (and yes, the speed with which it was done amid the pandemic was a painful way to do it) the reality is, it’s done. Contact center leaders have made the pivot.