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Changes in technology and customer expectations have caused contact centers to shift their focus towards becoming Engagement Centers. These Engagement Centers aim to unify all communication channels that customers can use to interact with a business by bringing the management and reporting into a single source of truth. However, the transformation from contact center to engagement center has its challenges. Easy Integration Points Amazon Web Services (AWS) is a cloud based contact center solution. When using AWS Direct...

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that CoBrowsing and Screen Sharing are one and the same when in reality, they’re not. So what is the difference between the two models and how does adapting a CoBrowsing solution improve the overall customer experience? To answer this question, we need to identify and define the two concepts individually: Screen Sharing Anyone who has worked...

“The days of begging for a job are gone. It’s a candidate’s market. We send them ‘thank you’ notes after interviews now.” This quote exemplifies one reason why companies should take a good look at their employee experience. That quote is from Ana Recio, the head of global recruiting at Salesforce. To put her take on things into perspective, Salesforce is hiring about 6,000 people a year to keep up with their 30% annual growth. Employee engagement is...

Recently, call centers across the globe have been re-imagining their operational focus to become “contact centers”. This is likely due to the fact that with changes in technology, companies are realizing that the customer journey involves much more than just a single sales or customer service interaction on the phone. Especially with the rise of mobile communication, more channels are being used for customer contact. To put this into perspective, customers can now connect on an average...

With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in the world when it comes to prospect acquisition and retention. What is it that sets engaged customers apart from those that aren’t emotionally involved or committed? Successful companies will tell you that engagement comes from shifting focus from “Customer Service” to “Customer Support”. What is Customer Support? A buzz-acronym that has gained a lot of...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That means new terminology and verbiage has to be developed or sometimes even invented in order for people to have a way to describe all of the innovations made possible by technology and its integration into the customer journey. There is User Interface (UI), User Experience (UX), Customer Experience (CX), and a whole bevy...

Not too long ago, Dan Regenold, CEO of Frame USA, decided to spend a workday with one of his customer service representatives. Dan’s agents have a healthy daily task list. They answer and respond to live chats. They fill orders. They handle shipping and facilitate the billing process. At the end of the day that Dan spent with his agent, he had found that “the job of a customer service rep requires a patient, self-motivated, hardworking individual....

Today’s customer expects to have a broad selection of channels where they can  communicate with companies. However, when an issue cannot be resolved using one of these channels, such as live chat or voice calls, the customer finds they need to, oftentimes, switch to a different one. This can lead to customer frustration, damaged customer loyalty, and in some cases, complete abandonment. Channel Switching: What is it and Why does it Happen? Channel switching occurs when a customer...

With all of the speech recognition, machine learning, and bot-based customer experience solutions available to companies today, there are still a few industries that must continue to provide a personal touch in order to retain their customers. At the forefront of this group is the banking industry. Specifically within their online and mobile verticals, creating a suitable banking customer experience has become a bit of a tightrope walk as customers are expecting convenient digital solutions while still...

Lately, it is almost impossible to scroll through any news feed without coming across an article about Artificial Intelligence and its predicted impact on digital interactions in the present and future. Recently, one particular phrase  may have caught your eye- Conversational AI. But what exactly is Conversational AI and where is its place in the current landscape of contact center-based customer experience? What is it and What Does it Do? Here is how Amazon’s developer portal describes Conversational AI:...