Thanks to the internet, social media, and the rapid pace of innovation, customer expectations are changing faster than some companies can keep up with. In a competitive market where customer service delivery significantly affects how brands are perceived,...
AI has significantly affected most industries. Over the past 25 years, contact centers have experienced a huge transformation in terms of how they process customer information and the efficiency with which they respond to requests. Automation has enabled flexibility,...
As your business grows, so does your call center’s incoming calls. How can you be sure your infrastructure is going to be able to take the strain? By implementing a robust stress test schedule, you can have the peace of mind that your technology will be up to the job....
Testing. We all know its not the most exciting part of a development project, but there is no denying how vital it is. There will come a stage in any growing contact center’s lifetime when a manual test is no longer sufficient, and automated testing needs to be...
If you’re part of the team responsible for delivering a great customer experience, you’ll certainly feel a lot of pressure and expectation to maintain and optimize the service and infrastructure you manage. Some days, your direct line may ring just as often as the...
When it comes to buying a new car, you don’t just look at the picture and take the word of Brian the sales guy when he tells you how great the car is. You want to get behind the wheel and put it through its paces. You want to be sure when you hit the breaks hard that...
Whilst unsavory scenes of people clambering over one another for the best Black Friday deals seems to have subsided in the UK, an ever growing number of UK retailers are embracing this US imported sales event and one point has become abundantly clear; Christmas...
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