• Top 5 Reasons to Move Contact Centers to the Cloud

    Cloud solutions have increasingly become the solution of choice for many contact centers. A MarketsandMarkets forecast predicts that revenue for cloud contact center technology could reach $15 billion by 2020. As contact centers seek to streamline processes and improve efficiency, cloud solutions offer the perfect answer to meeting such demands while fueling greater customer experiences. Here are five top...

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  • 5 Ways to Use IVR Systems to Drive Great Customer Experiences

    Automated customer service is increasingly becoming the future of customer experience. As customers continue to seek timesaving options that still deliver efficient service, brands are challenged to meet such demand with advanced technology and optimized contact center practices. One such practice is the adoption of IVR systems, or interactive voice response, which are essentially telephony menu systems that use...

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  • Cloud Services are the Future of Customer Experience

    For some time now, multiple sources have claimed that the demand for cloud services is on a steady rise, with Market Monitor projecting that the market would reach nearly $20 billion by the close of 2016. Now, according to the most recent Salesforce 2016 State of IT Report, cloud services are not only in high demand but have been...

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  • Cloud Solutions Drive Quality Customer Experiences

    The demand for cloud solutions continues to grow, as more and more brands are embracing the cloud model for greater efficiency in their contact centers and, ultimately, superior customer service. Gartner defines cloud computing as a method in which massively scalable IT-related capabilities are provided like a service using Internet technologies to multiple external customers. Not truly a technology...

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  • Big Data: The Future of Seamless Customer Experience

    In order to deliver exceptional customer service and a seamless experience, customer behavior needs to be understood. While focus groups and surveys have traditionally offered such insights, big data now plays a tremendous role in providing detailed information on consumer behavior with greater precision and scope than most any other method of evaluation. Big data analytics allows companies to...

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  • The Wait is Over: Callbacks are Key to Efficient Customer Service

    Customer service has evolved beyond the days of only calling for support, as modern-day customers may typically choose from multiple channels for service. Despite the choice in channels, voice certainly remains a preferred channel for support—especially when service situations become complex. An American Express study found that 46% of customers prefer to talk to customer service agents over the...

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  • 6 Tips to Improve Call Quality Monitoring

    Call quality monitoring is essential to the efficiency of a contact center. Given the high volume of customer service interactions on any given day, it’s critical to establish methods for analyzing and implementing best practices to both improve areas that need work and acknowledge the methods that are working well. Here are six essential tips for improving call quality...

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  • Don’t Make Your Customers Wait! The Benefits of Vocalcom Virtual Hold and Callbacks

    How many times have you experienced being placed on hold when contacting customer service, only to hear repeatedly that an agent will soon be available? Or worse, receiving an automated message saying that the wait will take another five minutes, and then five minutes more, and that a high call volume is resulting in longer-than-usual wait times? People don’t...

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  • 5 Ways the Internet of Things Will Revolutionize Contact Centers

    In today’s increasingly wireless world, technology has paved the way for the rise of the Internet of Things, or IoT. This technology can best be described as when the internet is connected to physical objects, rendering them “smart objects” with the ability to sensor, process, and act upon data. Many household objects are already equipped with sensors that promote...

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