The streams of data that comes into today's modern contact center are comparable to mining for ore. Extracting the valuable bits from these streams with advanced reporting and analytics tools is an effective way to gain powerful customer insights leading to better customer and business outcomes.
To meet today's customers' high expectations, modern contact centers need to offer choices on how they communicate with them. Read on to learn how you can adopt a smarter approach to your contact center and keep your customers satisfied.
As part of a holistic contact center strategy, organizations need to break down data silos and end the pains of patching together data from various sources. Read on to learn how to take advantage of today's advanced reporting systems that will lead to a more productive and informed contact center.
With all of the technology innovations in the contact center, one must make sure not to lose sight of the human factor. Read how artificial intelligence (AI) and chatbots are transforming today's interactions and how you can incorporate these tools into a winning customer-centered strategy.
Revitalizing your contact center strategy isn’t as hard as it seems. By implementing a few key solutions like remote workers and omnichannel technology, you can end the cycle of poor service experiences and transform your contact center into a source of pride and profit.
ShoreGroup works as a trusted advisor to a number of organizations in the health insurance industry. The contact center core systems are designed with disaster recovery plan in mind so that their core systems are not impacted by any disasters. Contact us to secure your systems.
Jan Carlzon is probably not a household name, but articles and case studies about the turn-around he implemented at his organization are referenced widely in management literature and in business school discussions worldwide.