Automate Engagements and Handle Exceptions with Seamless Agent Escalations

If you were browsing for answers about measuring your contact center’s performance, you have come to the right place. Buckle up because we’re about to go deep into the intricacies

KPIs are the measuring meter for understanding an organization’s progress and agent productivity. But dealing with this enormous data isn’t always an easy job. We understand the long-drawn struggle in

AI chatbots are the next big thing in customer experience. A whopping 67% of consumers globally use a chatbot for customer support in 2022: Freshworks WhatsApp chatbots are the next

In today’s ever-evolving world, customer communication is transitioning and the demand for implementing digital channels is surging. The cutting-edge competition, and constantly emerging new customer expectations has become mandatory for

No doubt that 81% of customers use live support for communicating with a brand. (Salesforce) But do you also know that 29% of customers are frustrated by delayed or impersonal

In the ever-competitive world, it is requisite for call centers to invest a huge amount in innovating technology and introducing more tools for being responsive to customer expectations. The advanced

Even though it has just been five minutes, you feel like you have been on your phone for a long time. Your customers do not have time to wait or

NovelVox is excited to announce the release of CXInfinity 2.6.8, supporting more powerful integrations and visual enhancements to deliver a greater customer experience. From adding another application to CXInfinity’s integration

Retail industry had witnessed a huge surge amid broken global supply chains in the wake of the pandemic. Though, it’s true it hasn’t risen like a phoenix, the retail industry

Over the past few years, customer experience has become the only sustainable factor for competitive differentiation. According to walker study, exceptional customer experience overtook price and product. How you interact

Empowering your employees to create an exceptional member experience In the digital era, repeatedly identifying themselves to the Credit Union is highly frustrating for the members. This increases call handle

Creating customer experience goes beyond using Contact Center Software When it comes to expectations from contact center industry, customer experience continues to be atop. Now the customer will not be

Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all

Planning to buy or upgrade your Contact Center Agent Desktop? While getting ready to install new contact center agent desktops, there are a number of questions and doubts that you

Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized

Personalize and enhance member experience with top Credit Union contact center technologies Delivering a great member experience is not a piece of cake. It is a challenge even for Credit

Business revenue is not just about delivering personalized customer experience Today, customers are ready to pay more for a memorable brand experience, but that’s not limited to personalization or quality

Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in the customer base, it can

According to a study, 70% of customers do not favor repeating information to representatives each time. Whereas 60% of people consider long wait time is one of the most frustrating

Adoption of AI in contact center industry is only set to skyrocket further Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks

Every moment of every interaction is an opportunity to not only learn about customers but add value to their experience. Standard reporting tools and dashboards with limited flexibility do not

At a time of high financial volatility, customers want consistent and personalized customer support when and how they prefer. Banks and Financial Institutions need to be customer-centric but personalizing customer

In today’s world, healthcare customers expect transparency, clarity, and a frictionless experience when interacting with payers and providers. Many providers and healthcare organizations understand the importance of prioritizing patient and

With 2 billion users globally and 450 million active users daily, WhatsApp has transformed the traditional way of customer engagement. Over 5 million businesses have already started using this potential

As the adoption of cloud contact centers increases, it’s becoming increasingly important to optimize the contact center for nextgen performance with the right integration.

The future of customer experience revolves around being digital-first and engaging over channels based on customer preference. However, will adopting channels like web chat, social media, instant messaging, text or

With modern buyers more adaptable to digital technologies, the customer experience is at the forefront of how customers rate the brands. This makes the “Digital First” approach imperative for businesses