Contact Center Archives - Page 3 of 3 - Waterfield Technologies

Articles Tagged with: Contact Center

July 13, 2018

How The Callback Option Can Improve Your Contact Center Performance

Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.

One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.

June 20, 2018

Increase ROI in Your Contact Center with Artificial Intelligence

Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence is used in the modern contact center.

May 21, 2018

Understanding the True Value of Omni-Channel Customer Engagement

Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy? Whether you do or don’t, it is important that you understand the difference between the two. Before you can adopt best practices, you have to understand what you’re working with, as well as what you’re working toward. Multi-channel and omni-channel customer engagement help you achieve separate objectives.

Many people believe the difference between the two terms is very subtle. However, once you take a closer look, you’ll quickly notice they are, in fact, two strategies that follow two very distinct paths. Let’s explore their meanings and how they can help you to create seamless interactions with your customers.

March 29, 2018

Baseball and Contact Center Technology

It’s that time of year when baseball appears on our television again…Batter Up, Baseball season has begun! But why are we talking about baseball? Well, the management of a sports team, any type of athletes on a team really, is not that different from the management of contact center agents. Remember the Oakland A’s—the major league baseball team that inspired the book and movie Moneyball? They integrated big data analytics into their team strategy and it changed the game as we know it. By leveraging available data, the team manager was able to assess specific players’ values and performances to assemble power-packed lineups for each game. The end result: one of the most influential strategies to hit professional baseball.

January 12, 2018

Great Customer Experience – No Magic Wand Necessary

As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person! Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest of tasks.

This seems to hit the banking industry especially hard. A live person telling a person their bank balance is somehow more reassuring than hearing it from an automated voice. But is answering this simple inquiry in this manner an efficient way to conduct your business?

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