The Definitive Guide to Contact Center Solutions
What’s in this guide: What is a contact center? History of the contact center Parts of a contact center Common contact center service offerings Who uses contact center solutions? What is contact center consulting Benefits of contact centers The future of the contact...
9 Customer Experience Podcasts on Our Weekly Playlist
9 Customer Experience Podcasts on Our Weekly Playlist Looking for something to listen to on your commute or lunchtime walks? Look no further! Our customer experience experts compiled this list of podcasts they listen to to keep up with CX trends and innovations. You...
Key Customer Experience Metrics and How to Track Them
Key Customer Experience Metrics and How to Track Them There are thousands of articles out there telling you how to improve your customer service and companies trying to sell you products that will perfect your customer experience. However, they won’t do you...
Designing a Live Chat Widget That Converts
If you’re looking for a way to increase sales, customer loyalty, and revenue, adding a live chat widget to your site is the way to go. According to Kayako, 79% of businesses found that live chat improved all of these areas. Many chat providers will give you a...
Omnichannel Contact Center: Everything You Need to Know
What is an omnichannel contact center? “Omnichannel contact center” is an omnipresent buzzword in the modern telecommunications industry. But what exactly does it mean? Why is it relevant to your organization? In this article, you'll learn how you can...
Contact Center Glossary for Beginners
If you’re not familiar with the industry, contact center terminology can seem like a foreign language. With confusing acronyms and niche phrases, it’s not easy for a newcomer to grasp everything immediately. We put together this handy guide to help you get your...
14 Signs Your Communication Strategy Needs Work
“Communication is key.” How many times have you heard that phrase thrown around? It’s cliche, but true. In business, as in life, communicating effectively is essential to productivity. In addition to interpersonal communication, communications with your customers must...
Should I Use Chatbots or Live Agents – or Both?
If you’re in charge of a business's customer support and sales efforts, you may be asking yourself, “Should I use chatbots or live agents?” Read on to learn why there’s a place for both bots and people in the world of digital customer service. Live chat has...
8 Questions to Ask Before Implementing Live Voice Support
Live voice support is a necessary part of every customer experience strategy. It’s tricky to get right. Few things will turn a customer off like an insufferably long wait on hold or a frustrating phone call. Live voice support typically consists of agents answering...