Blog category - Omnichannel

In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential

Maintaining a healthy cash flow is vital for the success and sustainability of any organization. While attracting new customers and generating sales are important facets of revenue generation, an equally crucial aspect is revenue recovery, or collecting payments from customers who owe you money. This is where an efficient collections department becomes invaluable. As economic

It may sound counterintuitive to consider automation for customer engagement. After all, customer engagement is about enabling a quality conversation with an associate. Moreover, it’s growingly used by brands to offset automated and self-service and stay personal with customers.  Automation is a very important element of customer engagement though. It is essential to scale your outreach with agents assisting them, or without for agentless campaigns.   Automation lets you send notifications and

A growing number of us think that modern, digitally equipped, customers are doing business with companies without ever picking up the phone. But this is far from the current reality. A recent study by CustomerThink found out that ”75% of consumers still prefer human interaction even as automated solutions improve.” And call centers continue to be at the frontier of enabling business growth, as the

There’s a massive, immediate need for wide-scale distribution of the coronavirus vaccine. As of February 3rd, 2021, over 32 million doses of the vaccine had been administered. Nearly twice that number of vaccines have been distributed. But only 10% of Americans have received both doses of the drug. State and local municipalities, together with hospitals,

The consequences of the COVID-19 pandemic in the global financial sector are still unpredictable. The economic storm created by the deadly infectious disease is testing the resilience of every bank’s existing digital transformation initiatives, assets, and their abilities to provide essential banking services to the consumers through these trying times. The threat of infection through

Many businesses use 2-Way SMS to keep their customers informed and engaged. With COVID, usage is booming. Examples include healthcare and medical practices sending messages to patients to set-up and confirm their appointments. 2-Way SMS and engagement bot technology was heavily relied upon to proactively notify patients, pre-screen them, and to ensure that those with

With the world in the grip of the COVID-19 global epidemic that has created operating and financial uncertainties in many major economies, all smart businesses are trying to reimagine their CX to stay afloat, navigate, and perhaps even thrive over the next weeks or months. In today’s “remote is key” moment, they are scrambling to

Outbound communication has seen a whirlwind of technological changes. What was once almost entirely driven by voice and dialer technology, has evolved to technologies providing value for the business, while keeping it convenient for the customer. With the widespread use of cost-effective channels like web, email, SMS, or social media, enterprises can tailor their omni-channel

Is it just me or are telemarketers no longer calling us in the middle of dinner? That may have been a rhetorical question. In today’s reality, the role once played by a telephone is now being handled through touchpoints such as email and SMS. Though contact center platforms are still primarily built around voice, channels