Posts by Chris O'Brien
Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.
Self-service is key to IVR success. When your IVR system empowers customers to get basic questions answered, submit information, and perform simple tasks without ever speaking to an agent, it’s a boon for your...
No one has to convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread...
If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?
Organizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first...
How’s your testing going?
As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly....
Nobody wants to be the one who’s blindsided when a relationship doesn’t work out. “I thought it was going so well!” you say. “We talk all the time. You never complain. You say yes to everything, so I thought it was smooth...
Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years. As the...
Consumer expectations have been shifting steadily for decades. In the age of Amazon, Netflix and Uber, personalized, on-demand experiences have become the norm. By the end of the 2010s, we were...
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