It’s a common part of many contact center calls: the transfer. But while frequently used, transfers can be loaded with pitfalls. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction. But transfers don’t have to be negative experiences. When...
Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. The state of brick-and-mortar Brick-and-mortar, physical retail locations, rely on being interactive spaces. Customers feel the product and build relationships with the brand. These attractions took a hit in the pandemic. In the wake...
The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take...
Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized...
Instead of gasoline-guzzling vehicles, more consumers are driving electric vehicles (EVs) off the dealership lot than ever before. EV sales are growing at a...
Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top...

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