• Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

    While some may think that AI is gradually replacing the human element of customer experience, new innovations in AI are actually bringing humans closer together. With Vocalcom’s AI-powered predictive behavioral routing, customers are matched with agents based on common personality traits to create rich and personalized conversations with a powerful human connection. How do personality mapping and predictive behavioral...

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  • 5 Ways to Make Customers Choose Your Brand

    With the holiday season fast approaching, brands are eager to offer customers the best deals possible with the hope of winning their loyalty. From retail to telecommunications to restaurant chains, numerous industries strive to stand out from the competition. But just what does it take for consumers to choose your brand over others? These days, you need to offer...

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  • How Employee Feedback Can Make Your Customer Service Shine

    Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Yet, according to Gallup, only 15% of employees...

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  • Customer Effort: Don’t Make Your Customers Work For You

    First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. But what do these numbers really say about loyalty? The truth is, not much. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a...

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  • How to Prevent Customers From Hanging Up on Your Brand

    If customers are calling your brand for support, chances are they aren’t very happy. And what’s the best way to make them feel worse? Make it impossible for them to reach you. Some customers call because they are most comfortable with the voice channel. But many others pick up the phone because they need in-depth, human support—what digital channels...

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  • 5 Qualities of an Exceptional Contact Center

    A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. But just what does it take to have a stellar reputation? Here are five qualities of an exceptional contact center that lead to outstanding customer service....

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  • 4 Reasons Customers Want to Speak to Your Brand

    Customers have so many ways to engage with brands these days. But which channels really serve them best? The answer depends on many factors, from a customer’s profile to his immediate needs. While you might think that digital channels are ideal for providing faster service, there’s good reason to believe that the traditional voice channel is as vital as...

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  • 5 Ways to Connect Emotionally with Customers

    These days, customers have no problem remaining digitally connected to brands. Chatbots are at their service, social media is at their fingertips, and smartphones let them have it all wherever they go. However, just as some people claim that technology is robbing us of human connection, one might ask if the human touch is also disappearing in the customer-brand...

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  • How to Impress Your Customers with Proactive Service

    Offering your customers quick and efficient service is likely to win their satisfaction. But what happens when your brand goes the extra mile, perhaps by answering a question before it is asked or making an unexpected gesture of gratitude? When your service turns proactive, satisfaction turns into awe. By showing customers that you appreciate their business and care about...

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