Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and ...

For Truliant Federal Credit Union in North Carolina, the vision to add a new satellite call center began with an analysis of capacity and commute.. On a good day, the drive from Greensboro to the ...

Most business phone systems and call center software offer tools to visualize and analyze call flow. Here’s how to improve it at every step of the journey, from greeting to resolution. Featured ...

Nobody likes having to call customer service. From wading through endless menu options to screaming “representative!” into the phone repeatedly to spending the entire afternoon on hold, there are many ...

Alex Dizengof is the co-founder and CTO of Carbyne, a platform that provides rich-media call handling to emergency responders. The audio was distressing to hear: The man calling 911 outside of ...

According to Forrester, most marketers (63%) rely on journey maps. However, Millward Brown Digital found that most (55%) senior marketers were not confident in their company’s “understanding ...

How we maximize when a call center representative is on the phone with the customer,” Silverstein said on Tuesday afternoon during HousingWire’s AI Summit in Dallas.

10 steps for crafting an effective journey map. The map is created in a collaborative process that relies on qualitative and quantitative data to determine and understand customer journeys ...

Q-nomy's new application adds a virtual waiting room to its Q-Flow® customer journey management solution, enhancing the customer experience with useful, personalized functionality. MIAMI ...

Journey Beyond is supporting its customer experience drive by integrating the CC solution with its CRM to develop omni-channel CX capabilities and build towards a 360-degree view of the customer.