Customers develop a perception of your brand based on their experience with your IVR.  Your IVR is one of the many faces of your brand and a significant component of your customer experience..

In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting.

Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple.

The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new.

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to.

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest.

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel.

Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex.