Blog & Resources
Stay Up to Date!Helpful Tips for Moving your Workforce to a Remote Environment
As the pandemic has forced most employers to decentralize traditional workplaces and adapt to a more remote model, some are left uncertain as to what is needed in efforts to accomplish such move. Below are some quick tips on what to look for when moving to a...
Increase your Customer Experience with Customer Journey Maps!
With customers being able to access information in a matter of seconds, it is very important to know just how they perceive your brand. First impressions can determine whether or not that person is a new customer, or is turned off by your web presence. ...
Should you add chat to your Contact Center?
The evolution of contact centers has changed how customers interact with companies. Customers want fast results and they want to do it in their channel of choice. That is why offering a variety of methods for customers to get in contact with your company,...
4 Ways Agents Can Help Create the Ideal Customer Journey Map
“What’s important to remember is that customer journeys aren’t created; they’re discovered…” Jake Sorforman of Gartner Agents play a vital role when it comes to your contact center. By interacting with your customers on the daily, they witness first-hand what their...
GET AGENT BUY-IN FOR YOUR CONTACT CENTER’S QUALITY MANAGEMENT PROGRAM
When creating your Quality Management plan, make sure to involve your agents during the design process. Your frontline are the ones talking to your customers every day. Getting their perspective can really help shape your company culture and drive your organization...
How to provide an effortless Customer Experience
Reducing customer effort is essential when it comes to enhancing the customer experience. Consumers today want their lives to be as easy as possible. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to...
The Time for Chatbots is Now
With the overwhelming impact Covid-19 has had on contact centers, chatbots are becoming more of a requirement and not so much a choice. Implementing chatbots into your organization shouldn’t be a daunting project. With the right team and planning, you can start...
Is UCaaS the Work From Home Solution?
As companies scramble to deploy solutions that enable their employees to work from home effectively. A Unified Communications as a Service (UCaaS) solution provides the tools for collaboration, communication and coordination. It is time to get your work from home...
COVID-19 Business Continuity Resources
Businesses and governments are increasingly asking employees to work from home or are shifting work to employees in less affected regions to maintain business continuity and handle large swings in interaction volume during the COVID-19 (Coronavirus) outbreak. NICE...
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