Contact Center Self-Service

Contact Center Self-Service

Self-Service Contact Center Tools: Good for Customers, Good for Agents According to recent research on the customer experience, more than two-thirds of all contact center interactions are agent-assisted. However, use of self-service tools such as interactive voice...
Contact Center Analytics

Contact Center Analytics

Why Contact Center Analytics Is Critical to Optimizing the Customer Experience Let there be zero doubt that the customer experience is the top priority for organizations across industry. This is especially true in the contact center, where customers not only want...
Contact Center Collaboration

Contact Center Collaboration

How a Collaborative Contact Center Delivers Better Business Outcomes As a customer, you can tell when a contact center agent is reading from a script. Even worse, it becomes obvious that the agent is completely lost when circumstances require them to deviate from the...