Traditionally, contact centers have been viewed as cost centers - a necessary part of the organization that supports revenue-generating activities but does not itself generate revenue. But they don’t have to be.

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations and beyond, there are plenty of ways that your contact center can help you take your customer service to the next level.

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise. Thankfully, there are multiple ways to enhance customer service at your organization.

Good customer service is often thought of as simply responding to questions promptly and accurately, which is a good place to start. But when it comes to providing excellent customer service, there’s more to it than that.

The end-of-year holiday season is often one of the most joyous seasons for celebrating with family and friends. However, it is also one of the busiest and most important seasons of the year for customer service. High volumes of holiday purchases naturally lead to high volumes of inquiries related to availability of products, return and exchange policies, terms of sales, and more. That’s why it’s especially important to make sure your contact center is prepared for the holidays. Read on to learn 7 tips for getting your contact center prepared for the season!

Contact centers continually generate user data through various media channels. Therefore, it is essential for cloud-based contact center providers to establish and maintain industry-standard security controls to support the handling and storage of sensitive information. Maintaining a secure contact center environment is crucial to minimize the risk of data breaches which may result in damaged reputation, hefty fines, and loss of clients' trust.