We live in the age of convenience – where everyone expects faster access to information, services, and more. For contact centers, it is critical to keep up with such expectations as customers don’t hesitate to switch to other service providers for a better experience.
Automating the customer identification & authentication process is one of the ways that helps enhance customer experience by saving them from repeating information to IVRs and contact center agents. From calling a contact center to confirming & authenticating the identity and getting the query resolved – automation can transform this whole process to serve customers better.
Download this Use Case to learn how NovelVox helps automate customer identification & authentication process for enhanced customer experience.
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
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
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
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
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
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
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