by Simplus team | Feb 15, 2024 | Admin, Financial Services, Latest News, Service Cloud
While the financial landscape evolves at warp speed, propelled by AI-supported technological innovations and customer-centric strategies, many banking call centers remain in a vacuum of archaic protocols and practices. Long wait times, black-hole-esque automated...
by Simplus team | Feb 8, 2024 | Admin, Health and Life Sciences, Healthcare, Latest News, Service Cloud
“Please hold. Your call is important to us.” Well, that’s an understatement. Contact centers across all major industries are the organization’s lifeline that connects them with customers. According to experts, the average call center handles almost 5,000 calls...
by Simplus team | Jan 8, 2024 | Admin, Latest News
Call centers are getting a makeover. Nine in ten company leaders report contact center self-service investments in the next two years, voice/text analytics usage has increased nearly 20 percent in just three years, and 74 percent of organizations are currently in some...
by Simplus team | Dec 19, 2023 | Admin, Latest News, Service Cloud
Have you ever embarked on a trail to enjoy a new destination and experience? But instead of enjoying a scenic overlook or waterfall, you discover you’ve been walking in circles. That’s how most customers feel when they seek a resolution via a customer service...
by Simplus team | May 27, 2021 | Admin, Data Integration, Latest News, Service Cloud
Digitized customer service centers are stepping in and taking the place of old-school contact centers. The key to making this fundamental change? Data. While company size and number of contact center locations vary widely, the average enterprise is producing anywhere...
