As we reach the close of 2024, we’ve witnessed the landscape of enterprise contact centers evolve dramatically. Market perceptions around contact center modernization have shifted, reflecting a deeper understanding of...
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Industry - Service Cloud
Halftime check-in: The trends for financial services in 2024 so far
As we check in with each industry halfway through 2024, it’s clear that the financial services industry is undergoing a seismic shift, driven by technological advancements, changing consumer behaviors, and evolving...
Halftime check-in: The trends for contact centers in 2024 so far
Over 90 percent of customers rate an "immediate" response as important or very important when they have a customer service question. In other words, the pressure is on businesses to deliver exceptional service...
Is your contact center tech stuck in the 90s?
Are your customers still waiting on hold, stuck in an endless loop of automated phone menus and “Eye of the Tiger” hold music? If so, it’s time to face the music: your contact center technology could be stuck in the...
The contact center solutions guide for financial services
You had me at “hello.” The power of first impressions can’t be overstated. So, welcoming a customer down the path of long-term brand loyalty with a meaningful greeting or a quick and friendly resolution isn’t a term of...
Servitization and AI for healthcare contact centers
For manufacturing contact centers, think system before processes
Do you want to eliminate long wait times, improve customer access to 24/7 support, and find ways to make an improved customer experience more efficient and scalable? Hey, who doesn’t? Don’t consider these upgrades...
How AI solutions offer a healthy outlook for healthcare contact center success
A reliable call center customer experience is more important than ever. However, with growing expectations for faster resolution, varied access to customer support, and high attrition rates among healthcare center...
4 reasons outdated contact center processes hit retail call agents where it hurts
Welcome to a business leader’s nightmare: Your customer had a fantastic experience purchasing a new product. They are thrilled with their decision and eager to engage with the brand further. But then, when they reach...