Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.
Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.
Companies that succeed in making the customer experience consistent and seamless across devices logically enjoy greater customer engagement and loyalty. ... More >>
In today's business world, it goes without saying that you need a website, but it's the sheer abundance of .com entities that often causes entrepreneurs and businesses to overlook the importance of choosing and implementing a CMS correctly. ... More >>
Knowing the best time to reach a prospect over the phone increases the chances of having a live conversation and, ultimately, nurturing a lead. ... More >>