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Interactive Voice Response Systems: How They've Changed the Landscape of Customer Support

by Chris Perez in Contact Center Solutions, Industry, Technology
IVR and AI in the call center graphic Customer support has been evolving lately, especially when it comes to contact centers. We're now seeing innovative developments in Interactive Voice Response (IVR), automation, and even video call integrations . These innovations are mainly a result of businesses realizing that quality customer service plays a major role in acquiring and retaining customers. Fortunately, a majority of custom…

Does Your Business Need an Automated Call Distributor (ACD) System?

by Chris Perez in Contact Center Solutions, Best Practices
A call is distributed to different customer support reps Delivering exceptional customer service requires everything to go right. It’s not about doing one thing well. It requires countless little things working together in unison. Businesses not only need to have a system in place to efficiently address customer questions or concerns, they also need a mechanism to ensure contact center agents have sufficient bandwidth and knowledge to help them as…

Lifesize CxEngage + Omilia: Evolving the Customer Experience Through Impactful AI

by Andy Bird in Contact Center Solutions, Partnership
Graphic for CxEngage and Omilia AI No matter your industry segment or organization’s size, there’s a high likelihood that “artificial intelligence” has entered into your lexicon as the mother of all technology buzzwords. The contact center certainly isn’t spared, and no one has time to be concerned with buzzwords that don’t deliver on their promise, particularly in the midst of a continued global pandemic where customer service…

7 Strategies for Embracing the Work From Home (WFH) Call Center

by Josh Kivenko in Contact Center Solutions, Best Practices
Call center agent takes a call while on her computer Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from…
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