Archive | January, 2015

Conversations with Contact Centers—Browser Based Agent

Hi, David Colliver again.  Happy New Year to you.  Here is my second blog post in my three month series entitled, “Conversations.”  My first post was published on the topic of outbound.  I will share with readers what I have heard in recent conversations with contact center, IT and customer service leaders, what they are [...]

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IVR: Shaping the Future of Self-Service

Self-service channels, namely interactive voice response (IVR), have revolutionized the contact center world by allowing consumers to quickly resolve basic inquiries on their own. This technology is deemed a contact-center mainstay for a variety of reasons, including the ability to handle larger quantities of customers and slash costs. However, business value aside, consumer behavior has [...]

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How are credit unions increasing customer loyalty in 2015?

Banking and financial services customers expect an omni-channel, personalized and proactive customer experience. Credit Unions, as member-driven organizations, are inherently early adopters of technology that enables great customer communications; they are pioneers when it comes to managing service and engagement. Omni-channel contact centers are prevalent among credit unions as their members embrace the ability to interact [...]

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Do you really know which channels are important to your customers?

Being able to deliver high-quality customer service is arguably more critical to business success than ever. Our recentEnghouse Interactive survey highlighted that the public often take action as a result of the service they receive that significantly impacts a business’s brand reputation – either positively or negatively. 60% of respondents to the question, “what actions [...]

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