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I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed for agents and … [Continue reading] about An Executive Interview with Denis Francoeur, Upland Software
Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when something unforeseen happens, like a global pandemic, brands struggle to keep up with the … [Continue reading] about Evolving the Contact Center into a Data-Driven Brand Guardian
In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the seller, according to research from Gartner, by way of TOBB Chicago Trade … [Continue reading] about Three Tips for Inside Sales Success
As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established itself as a key technology to allow customers to engage with organizations … [Continue reading] about Revolutionizing Customer Service
The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience (CX). Outreach such as for product or service notifications, offers, … [Continue reading] about Is There a Future for Outbound?
The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated - changed the job market in a significant and seemingly permanent way. A September … [Continue reading] about 5 Practical Employee Retention Strategies that Work
Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them: economic uncertainty, inflation, and heightened consumer anxiety. As a result, maintaining customer … [Continue reading] about How to Optimize Conversations and Augment Customer Value
Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes are usually higher with B2B customers. A poor … [Continue reading] about Reaching Out to Improve the B2B CX
As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that was when the call center cranked up the outbound predictive dialer, shuffling calls to every available agent. This was when I worked as … [Continue reading] about How to Efficiently Maximize Contact Reach
“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with his character. But robots or “bots” are not just physical walking metal parts; they … [Continue reading] about How to Put Bots to Work
