Steps for Saying ‘No’ to Customers While Maintaining a Good CX
By Keith Kirkpatrick December 1, 2022
The customer may always be right, but that does not mean it is always possible to say yes to every request or demand. And while most customers understand that there may be scenarios in which the organization or company cannot comply with their...
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Frontier Airlines Eliminates Live Agent Customer Support
- By Keith Kirkpatrick November 29, 2022
Many companies have tried to shift the bulk of their customer support operations to digital channels to allow live agents to handle only the most complex or critical calls. But as the busy travel season shifted into high gear, Frontier Airlines...
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Consumers Are Eager to Interact with Brands in the Metaverse
By Alex Gaw November 28, 2022
Consumers, long tantalized by the prospect of interaction and living in a virtual world, are ready and eager to meet brands in the collective online shared space known as the metaverse. Perhaps even more astounding, nearly half of the respondents...
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CallMiner, Cisco, Freshworks, and Sytel Unveil Contact Center Products and Partnerships
By Sherril Hanson November 3, 2022
It has been another busy few weeks in the contact center space with announcements about products, integrations, partnerships, and expanded geographic availability. Other news of note included Salesforce’s recent introduction of a contact center...
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Salesforce Introduces Contact Center Solution for Companies to Save on Costs
- By Alex Gaw November 1, 2022
In a forceful move to compete in the contact center market, Salesforce recently launched the Salesforce Contact Center, its own version of a contact center solution and a full-fledged contact center as a service (CCaaS) platform that the San...
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Background Noise Elimination a Key to Ensuring Good Interactions Through Voice
- By Keith Kirkpatrick October 21, 2022
It is no secret that customers and the companies with which they do business have shifted to digital channels to handle many interactions. In addition to being more convenient for both customers (chat, messaging apps, and social media interactions...
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Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse
- By Alex Gaw October 18, 2022
The Japanese organizations transcosmos and NTT Communications recently launched a demo test of a virtual contact center in the metaverse that sought to find new ways of working for remote employees in the post-pandemic era, consolidating both...
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Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships
- By Sherril Hanson October 18, 2022
Many integrations, partnerships, and products have been announced in the contact center segment, many which help both agents and customers, such as the implementation of conversational intelligence and noise reduction technologies. Additionally,...
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Customer Authentication – Efficiency Is Important to Ensuring a Good Experience
- By Keith Kirkpatrick October 17, 2022
One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user....
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Qualtrics Releases New Solutions: Real-Time Agent Assist and Automated Call Summaries
- By Alex Gaw October 12, 2022
Experience management (XM) creator and provider Qualtrics has released two new real-time contact center solutions aimed at making agents more productive and empathetic. With the first solution, Real-Time Agent Assist, artificial intelligence...
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Genesys Launches Cloud AI Experience for Customer and Employee Journeys
- By Alex Gaw October 5, 2022
Genesys is introducing an artificial intelligence (AI)-driven experience solution to simplify how organizations can orchestrate and optimize customer and employee journeys. Called Genesys Cloud AI Experience, the solution is built with enhanced...
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CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons
- By Alex Gaw September 23, 2022
Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action,...
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