The travel industry is prone to spikes in contact center volumes, both planned and unplanned. Is your contact center prepared to handle these influxes efficiently and with superior customer experiences in mind?
The days of consumers heading to their local travel agency peaked more than two decades ago due in large part to the rapid adoption of online travel booking. During the industry’s top years in the mid-1990s, there were more than 30,000 retail travel agency locations across the United States. Today, that number has been cut […]
When it comes to your technology contact center, there are countless ways to spend your budget. From the latest CRM tool to ergonomically-correct standing desks, the possibilities are endless if you have deep pockets. However, when you’re on a limited budget, there are still plenty of low cost changes that you can make that can […]
Just as it’s wise to get an annual visit with your doctor, it’s also a good idea to schedule an annual checkup for your contact center to determine the wellness of your customers. When you’re busy with day-to-day, 24/7 operations, it can be difficult to identify issues that can remain under the radar until they become […]
Your contact center is often the first touchpoint for your customers. These early interactions can make or break ongoing customer relationships. Because of this, it’s important to think beyond taking orders, escalating problems and resolving technical issues. With today’s customers now expecting more personalized experiences, it’s essential to carefully consider your contact center’s emotional intelligence […]
It’s that time of year when thoughts turn to washing windows, cleaning out the garage, and taking care of those household chores that you’ve likely put off for a while. Yes, get ready for spring cleaning! While your home can benefit from seasonal tidying up, so can your contact center. When you’re busy with day-to-day […]
Many executives focus on developing strategies to propel growth. Yet, they often overlook the importance of preparing for the organizational necessities that actually support it. This oversight is perhaps most obvious when a contact center doesn’t have the processes and structures in place to support new demands. With a jump in interactions, an unprepared contact […]
Are you doing all that you can to engage your retail customers? From their first interaction with your brand online to their first in-store purchase and beyond, you can be utilizing contact center technology to enrich your customer relationships and build brand promoters. Learn more about connecting your retail contact center with the in-store customer experience.
The reason for a contact center is to take care of customers. For your employees to care of your customers, they need to be taken care of, too! This means keeping them happy, comfortable, and engaged. Interestingly, the contact center environment is often overlooked when service quality issues arise. Yet, it is often the cause, or at […]
Customers now expect seamless interactions across multiple channels with the retailers they choose to buy from. With mobile devices in hand, your customers are connecting with your contact center via self-service channels, voice, mobile apps, text, and more. They are also now shifting between channels, sometimes within a single interaction. Along their journeys, they may […]