Author: James

Customers these days expect to do business with companies through their preferred channels and on their terms. Omnichannel contact centers are the answer to meeting these ever-evolving customer expectations. As the customer service market is growing at 13% a year, call centers are stepping up to offer support across multiple channels, including voice, email, live…

Sending a voicemail without making a call allows you to deliver a voice message conveniently without interrupting the recipient. This method is especially useful for business communications, saving time and enhancing productivity. Interestingly, 80% of all calls to smartphones and mobile phones go to voicemail, yet only 20% of these callers actually leave a message.…

In today’s customer-centric world, engaged agents are the backbone of exceptional service. But how do you create a team of agents who are motivated, productive, and consistently deliver stellar service? Thus, the answer lies in agent engagement. 92% of executives believe that employee engagement plays a pivotal role in establishing high customer satisfaction, reducing employee…