The Future is Calling: Why it’s Time to Upgrade your IVR to an IVA eBook Download Now! Who’s answering the calls in your contact center? Do your callers reach a self-service system powered by interactive voice response (IVR)? If so, you probably know there’s...
As companies look to differentiate themselves from the competition, customer experience has become a critical factor in achieving success. While there are many factors that contribute to customer experience, one significant area that companies should focus on is...
Personalizing the Customer Journey: A Fireside Chat with Wilmac Wilmac Technologies is excited to present Personalizing the Customer Journey: A Fireside Chat with Wilmac, a webinar session that delves into the art of personalizing the customer journey within the...
A customer journey refers to the series of interactions and touchpoints that a customer has throughout their relationship with an organization. This journey is made up of many touchpoints and hand offs between those touchpoints that ultimately shape the customer’s...
10 Tips to Boosting Agent Engagement through WFM Join Garry White and BSL’s Alex Stenton-Hibbert and Neil Draycott as they lead you through 10 best-in-class tips to empowering and engaging your agents via the lens of Calabrio WFM, featuring real-life case studies and...
Post-pandemic life has not slowed down the consumer desire to seek self-service options, which has put contact centers in a perplexing position. Almost every organization offers self-service options, whether it be an FAQ page, reset password link, chatbot, voicebot,...