The future of real-time communication is already here: add a video support system to your website and mobile app, provide the most personal and meaningful communication channel and integrate the human touch to the interactions with your customers!
Topics: customer service, video chat, vivocha features, call center, next generation customer interaction, video remote support
Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.
Topics: call center, call deflection strategy
Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.
Topics: co-browsing benefits, call center
Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices.
Topics: call center, mobile customer engagement
One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.
Topics: call center, chat automation, artificial intelligence, chatbots
At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.
Topics: call center, call center management
Reducing call center volume should be a priority for Contact Center Operation optimization.
Topics: customer experience, call center, call deflection strategy, call defletion, contact center automation, CX
It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.