Blog

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything? Focusing on four key areas will have you well on the way to adapting and thriving in the face of disruptions both large and small.

Do you ever feel like your competitors have outdistanced you when it comes to using innovative technology to create exceptional customer experiences? Are there signs that your customers are lukewarm about your organization's customer support options? Maybe your agents complain about the outdated technology they use every day while assisting customers? If you answered "yes" to any of these questions, it might be time to implement some advanced call center technologies.

Imagine a world where all the sales guidance your employees need is custom selected and presented at the best possible moment during a live customer interaction…

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old. Here’s a roundup of our top insights and recommendations as contact centers look to capture the lessons of 2020 to inform a more digitally agile foundation for years to come.

There’s a common misconception that employee engagement is tantamount to employee happiness or satisfaction. Although great benefits, pay and other perks like a game room or free snacks can make employees happy and excited to come to work, these incentives don’t necessarily translate to more productive workers who are committed to customer delight.

To learn more about how the latest advancements in customer service technology can be applied to help reduce the cost of collections, increase repayments, and help prevent your customers from becoming indebted, download ContactEngine’s whitepaper Collections - prevention is better than cure.