by Kaycie Reffner | Aug 21, 2023 | Blog, Call Centers, Customer Experience
In the ever-evolving landscape of customer service, contact centers play a pivotal role in ensuring seamless interactions between businesses and their customers. With the rapid advancements in technology, one tool that has revolutionized the way contact centers...
by Kaycie Reffner | Apr 20, 2023 | Blog, Call Centers, Customer Experience
As a business owner, you know that optimizing call routing in your call center is crucial to delivering exceptional customer service. But how can you streamline this process and ensure that calls are being routed efficiently? The answer is AWS Connect. AWS Connect is...
by Kaycie Reffner | Mar 29, 2023 | Blog, Call Centers, Customer Experience
As a business, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. One of the key metrics to measure the effectiveness of your customer service is first call resolution (FCR) rates. FCR is the percentage of calls...
by Mariela Barrera | Sep 2, 2022 | Blog, Call Centers
Call centers have been around since the early 1960’s and undoubtedly have made major strides. Offices of major telephone companies used call centers to handle various inquiries. In the 70’s and 80’s, new technologies made call centers more prominent. These call...
by Mariela Barrera | Sep 1, 2022 | Blog, Call Centers, State & Federal Government
From the beginning customer satisfaction has been a top priority for Amazon Business. This is the driving force behind the development and improvements of Amazon Web Services. Creating a tool to meet Amazon’s high standards of security, flexibility, reliability, and...
by Mariela Barrera | Sep 1, 2022 | Blog, Call Centers
Customers use an average of 10 channels to communicate with companies, and they expect a personalized experience across them all. Supervisors and agents need a better way to handle call volume, speed up call resolution, and bring the power of AI/ML into the contact...
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