The Death Of The Call Center

In the spring of 2020, as the pandemic began to intensify, CEO Rob Locascio of LivePerson, a company that develops conversational AI software, heralded the demise of call centers. “What we ushered in is, really, the death of the call center,” he said in a Mad Money interview with Jim Cramer. “I’ve been talking about […]

Year End Review: Customer Service Trends in 2015 and Beyond

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.” This year, that couldn’t be further from the truth. That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM […]

Why Contact Centers Should Offer Texting to Customers

This post originally appeared on ICMI. The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact, digital interactions in the contact center will surpass voice interactions in two years’ time. Text messaging is […]

All Call Center Metrics Are Important. But Have You Tried Using This One?

There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy. But what if I told you there was a call center metric […]

Contact Centers Will Go Digital By 2017

Contact centers need to get ready to get digital. According to the 2015 Global Contact Centre Benchmarking Report by Dimension Data, digital interaction will outpace voice interaction within the next two years. Digital interactions currently comprise 35% of customer interactions: this includes IVR, text messaging, mobile applications, social media, websites, and more. This is in line […]

7 Reasons Your Contact Center Needs Cloud-Based SaaS

People often get criticized for having their head in the clouds, but for your contact center, there’s no better place to be. Over 65% of businesses are already using cloud-based applications, and 46% of contact centers planned to move their contact center to the cloud by mid-2015. One of the best reasons to do so […]

How to Provide the Ultimate Contact Center Experience

Providing the best customer experience can be a daunting task, but Whitepages’ Jordan Reynolds has a few ideas on how to do it. In his blog post, Reynolds writes that customers are looking for a personal, one-on-one interaction, with a small-town, coffee house kind of feel. Reynolds had the chance to talk with OneReach’s Kevin […]

3 Tips for Creating a 21st Century Contact Center

No matter what industry your business is operating in, it can undoubtedly benefit from multiple channels of communication. By contacting customers in real-time, your business can make sure they are receiving the attention that they need, when they need it. It’s time to take your contact center into the 21st century with SMS.