Contact Center Archives - Waterfield Technologies

Articles Tagged with: Contact Center

January 30, 2020

Don’t Hold, Get a Call Back! Caller Elected Callback in Your Contact Center

Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them. 75% of customers now choose to leave their phone number and receive a return call rather than wait on hold. The result? Customers are much happier finishing up their business and the morale of the Contact Center agents is much better since they don’t have to deal with disgruntled consumers. The quality of the customer experience improves with the Caller Elected Callback solution and saves time, keeps frustration levels down and gives the caller a positive experience.

January 16, 2020

Contact Center Self Service and the Customer Experience

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.

December 20, 2019

Supply Relevant, Personalized Information with Outbound Notifications

Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.

November 25, 2019

Deliver Cohesive Business Results in your Contact Center

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud.

October 16, 2019

Optimizing Your Contact Center Performance

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.

September 24, 2019

Consider Digital Transformation in Your Contact Center

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to their customer – and to the company’s bottom line. Most likely, your contact center will benefit from a digital transformation.

September 7, 2019

How to Achieve the Ultimate User Experience

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the agent they need to talk to even faster. An effective interaction interface is intuitive. It is efficient, saving customers time and frustration. And it communicates clearly and is easy to use, making the experience a customer has a positive one.

July 12, 2019

Transforming the Contact Center Experience With AI

Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving pain points experienced by both groups.

12 3

Recent Posts