SMS and Chat: What is the Difference?

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Given the fast pace of today's business environment, where employees are always on the go and often work from different parts of the world, relying solely on email to inform people of important and time-sensitive updates is a big risk. Email is no longer for teams that work in real-time. Companies [...]

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8 Practical Uses for Live Monitoring in Your Contact Center

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I’m not sure why it’s the case, but when I think about the ability to live monitor contact center agents, I picture a television with an unending stream of customer interactions, almost like contact center reality TV. Move over Kim Kardashian, because I think I just came up with the worst show idea [...]

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Retain Customers and Stay Connected During Coronavirus

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COVID-19 changed life for your clients. In the mad scramble to adjust, people want to stay connected. Not only with each other but with trusted brands as well. That's why effective communication during a crisis helps you retain customers. Your clients want reassurance from your company. Uncertain ti [...]

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What is a Predictive Dialer?

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A predictive dialer is an outbound calling system that calls numbers from a pre-existing list and passes answered calls to human agents. Predictive dialing differs from other types of auto dialing through its use of intelligent algorithms to select numbers to dial, its ability to simultaneously dial [...]

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How Text Messaging Helps Businesses Stay Connected

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On average, a text message gets read about three minutes after it's received. Texting has become an integral part of life. It is also becoming an essential business tool. Communication with text messaging can help you stay connected when you need it most. Communication is most important during time [...]

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Keeping Agents Productive in a Work-From-Home Model

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We’re currently being inundated with messages either strongly recommending or mandating that employees work from home (WFH). The idea that your contact center agents will also need to follow suit might leave you wondering if this new environment will negatively impact agent performance. As a conta [...]

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