Cisco Finesse + AI + Digital Channels: learn how to make them work together

Do you have a brand that you go back to time and again? If yes, what is it about the brand that has captured your attention? Undoubtedly, exceptional customer service

One of the biggest obstacles for businesses aiming toward customer centricity is getting tangible proof that their investment will yield returns. While sales can be tied to revenue growth and

The new normal never really arrived for the healthcare industry. Caught up in a race to adapt and accelerate digital transformations, the post-pandemic recovery hasn’t been especially smooth. From staffing

With digital omnichannel solutions making deeper inroads into the contact center industry, are telephone conversations nearing their climax? Not really. Infact, according to a Gartner prediction report, close to 75%

The contact center industry has seen a whirlwind of ups and downs, especially since the pandemic hit us. While many businesses started functioning “as before”, many lacked the understanding of

According to Forbes’ list of CX statistics, 75% of customer experience management executives believe that customer experience, or CX, is extremely important for the company. There is always space for

The holiday season is a busy time for contact centers. Customer interaction rises manifold across all touchpoints. As frontline workers handling this barrage, your contact center agents must deftly handle

Contact center productivity is a process that can’t be centered around sub-optimal guesswork. What it requires is clarity into performance and enhanced agent accountability. Metrics are a powerful way to

Exceptional customer service is the backbone of any company yearning for revenue growth. A significant part of this good service stems from having seamless access to customer data, however, the

The way you respond to customer service requests has a big impact on how loyal your customers are. When clients contact us with questions or issues, they want a response