Call Center Technology Archives

What Is Omnichannel and How Your Contact Center Can Adopt an Omnichannel Approach

Leave a Comment / Call Center Technology / By ccpadmin

An omnichannel approach to customer service is the gold standard, yet CX Today reports that only 31% of contact centers have fully adopted the omnichannel environment. Even with so much technological innovation in the past few years, CX Today also says that only 55% of contact centers work in multichannel environments. Multichannel customer service, as opposed to omnichannel means companies interact with customers across various channels, but conversation history is changed each time a switch is made.

Unveiling the Power of CPaaS in Transforming Call Centers and Outsourcing

Leave a Comment / Call Center Technology / By ccpadmin

As technology evolves and becomes increasingly interconnected, it’s becoming more important than ever for businesses to leverage the power of what CPaaS (Communication Platform as a Service) can offer— especially those in the customer service industry.

Call Center Performance Metrics: Survey Alternatives

Leave a Comment / Call Center Outsourcing, Call Center Technology / By ccpadmin

In the dynamic world of call centers, the quest for a reliable metric to measure performance is an ongoing challenge. While customer surveys have long been the traditional approach, their reliability can be questionable, with completion rates often dwindling below 5%.

The Importance of Customer Centric Culture

Leave a Comment / Call Center Culture, Call Center Technology / By ccpadmin

As call center professionals, we understand the importance of providing an exceptional customer experience. We are tasked with not only ensuring that our customers are satisfied with the products and services they receive but also that their interactions with our team members provide a positive impression about our organization as a whole.

Call Center Tech Trends: Mid-Year Update

Leave a Comment / Call Center Technology, Healthcare / By ccpadmin

A few months ago, we wrote a blog predicting technology trends in call centers for 2023. As we move into the year’s second half, we’re revisiting those predictions and analyzing the trends we’ve seen in call centers so far. With technology changing so much in the past year, it’s important to stay current on the latest trends and how they impact the contact center industry.