Tag: call center

Ask A CX Expert: Call Center Automation [Video]

Ask A CX Expert: Call Center Automation [Video]

This week our #CXExpert is discussing automation and the use of artificial intelligence software in call center environments. What do you all think? Would AI be an added value in call centers?

Call Centers: The Newest Competitive Weapon

Call Centers: The Newest Competitive Weapon

You are at a cocktail party and someone asks, “What do you do?”  Your answer, “ I work in a call center.” The conversation either ends abruptly or turns to complaints about how difficult it is to contact a call center or get anything resolved. The average consumer hates call centers. However, when a customer …Continue Reading

Listening: Giving the Customer Control

Listening:  Giving the Customer Control

Listening patiently to a customer gives them a feeling of control. Customers want to know they are uniquely important and their specific needs are being attended to. They don’t want to feel trapped because you are trying to sell them something. After all, selling is not about offering customers a long list of inventory, but …Continue Reading

Are contact center representatives loyal to their brand?

Filed in Blog, Customer Service by on October 15, 2013 0 Comments
Are contact center representatives loyal to their brand?

According to the 3rd Annual Contact Center Communication and Connection Study, conducted by The Center For Client Retention, the answer is yes. Agents are connected to the brand they represent and enjoy speaking to customers about the company’s products and innovations.  However, there is a BUT; the representatives feel left out of any decision-making process …Continue Reading

How to Build a Contact Center in One Hour

Filed in Blog, Customer Service by on September 4, 2013 0 Comments
How to Build a Contact Center in One Hour

The August 28, 2013 issue of the New York Times, featured an article about a firm in China that constructed  a 30-story hotel in two days. Yes, two days. The company, The Broad Group, has plans to erect the world tallest building, 202 floors, in just four months. They primarily accomplish this feat by using …Continue Reading