Shelf Blog: Customer Service

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, with workplace automation suddenly becoming the new buzzword for contact centers. But are these...

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 pre-established plan can actually lead to falling behind the pack. In just a few short months, the ‘new normal’...

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 above the waterline, while a mountain of painstaking work hides underneath the surface. Time,...

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 providing content does not mean providing answers. Conventional wisdom suggests the more knowledge...

Customers hate waiting on hold, end of story. Waiting on hold for too long is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, they are often put on hold for an...

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 remote places incredible pressure on your communications and support processes. It’s obvious that...