To ensure a smooth and satisfying customer experience during the bustling festive period, leveraging advanced contact center software capabilities becomes crucial.
For the contact center, every conversation with a customer is an opportunity to generate loyalty and a positive outcome.
According to most surveys, what do consumers hate most about calling a company contact center? You guessed it! Here's how to enhance the customer experience ...
With customers now in the driving seat, and with the rich technology that is currently available, we ask: why are so many customer journeys still hobbling in the slow lane?
Whether you are a CCaaS provider or an end user, the keyword when adopting a contact center software platform with longevity in 2022 and beyond is 'adaptability'
A visitor at Sytel HQ recently talked about their experiences with a variety of companies around the world, as a new customer. Do any of these examples sound familiar?
Most of us have a pretty good idea what a good customer journey is, but what happens when a contact center is driven by cost control as its prime KPI?
In this mega blog, we are going to look at omnichannel's health and relevance. And if it is in a mortal state, what comes next and what does it mean for great customer journeys and contact center performance?
When two friends talk they will subconsciously reference all the moments they have shared. If an agent speaking to a customer can perform a search of all previous communications they can quickly get a sense of the needs of the person they are talking to.
By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent. Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years.
There are two battles currently going on in the contact center. Here we discuss these battles and how they can result in harmony both for agents and customers.
This month is a monster blog. And for a change we look at how Sytel addresses two of the most important issues in the contact center. Enjoy!