Re-imagine Digital Omnichannel Experience from Cisco CCX/E and PCCE Contact Centers

Most contact centers are caught up in a trade-off between “better service or faster service”. But ideally, good customer service shouldn’t be about compromising on either of these. What are

How often do you ask your customers to repeat their queries? Upon call transfers, do customers have to explain why they are calling over and over again? Are your agents

Healthcare organizations face a unique challenge when it comes to delivering seamless patient experience – i.e. ensuring the accuracy of the patients’ medical records exchanged during live interactions. A patient

Performance monitoring in a call center is an essential activity that enables agents track their performance, analyze metrics, and ensure efficient operations. The call center wallboard is a valuable tool

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Research shows that companies in the US alone suffer losses of $62 billion yearly due to poor customer service. Customer expectations are rising, with demands for greater personalization, faster service

The days of single-channel customer engagement and support are long gone. Today’s smart, digitally-savvy customers demand engagement and support via their preferred channels, as well as seamless channel-switching and personalized

In the modern computing era, software integrations are extremely common. This era is characterized more by applications that can “play well” with other applications, rather than stand-alone applications that only

Automation is leading us to a world that was once only imagined as possible in science fiction, with its transformative effects being felt virtually across every industry. The arrival of

According to a Gartner survey, customer experience has become a key differentiator for more than 65% of companies. Many organizations are now competing solely based on how they improve their