Ecommerce sales around the globe are expected to account for over a fifth of all retail sales by the end of 2022—which means support teams must handle a huge volume of calls in Q4 and Q1. No matter...
Contact Center
5 Unique Ideas to Improve Customer Service in Your Call Center
Like it or not, your customer’s experience is everything. If your call center offers substandard customer service, service quality issues can significantly impact your company's revenue if left...
Building an Agent Improvement Plan? 5 Tips for Contact Centers
You need to see improvement, but why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been...
11 Revealing Contact Center Statistics in 2022
Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact...
Shelf Recognized as “Easiest Setup” in Contact Center Knowledge Tech by G2
If you’ve purchased new tech, especially from a legacy vendor, then you’ve probably been through this before—months of delays, and the go-live date you were planning on is out of reach. You think...
2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents
This article was originally published in Contact Center Pipeline, the magazine for contact center professionals. Already experiencing pandemic change, contact centers can expect even more in 2021,...
Contact Center Statistics You Need to Succeed in 2021
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry,...
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
Top Eleven CX Contact Center Influencers You Need to Follow
2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a...
Agent Assist is Actually the Easiest Support AI Initiative Out There
The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg - with benefits peaking...
Too Many Support Tickets? Why Better Knowledge is Key
As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that...
5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
This blog post was originally published on Genesys blog. The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be...