Call Centers

Having trouble understanding that person at the end of the support line you’ve called to get some customer service? A Silicon Valley company wants to make those kinds of problems a thing of the past.

Replicant -- a tech company providing voice automation solutions for call centers -- is solving staffing and customer experience problems with voice AI technology that can "speak" with customers to solve routine issues like rebooking flights, refunding orders, or providing status updates.

With a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them.

Contact centers have been challenged the past year, most notably from labor shortages that have forced the industry into changing how it operates, how it staffs, and how it improves customer satisfaction and experience. In response, many in the industry are turning to different methods that help aut...

When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers t...

Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to which they connect. That pleasant working relationship starts with Leaf's call center staff. We spoke with the company's chief human resources officer, Sean Loboda, to discuss ...

Microsoft recently disclosed that it too was no doubt a victim of the same Russian-based hacker gang responsible for the SolarWinds onslaught. As some of the details surrounding the cyberattack become known, the bleak disclosures might justifiably cause a sniffled gasp indicating that if Microsoft c...

The fifth annual Customer Expectations Report from Gladly reveals what today's consumers want from brands, especially when shopping online. The report describes how consumers' expectations of retailers have changed in the last year amid a global pandemic and an online shopping boom. Also suggested i...

Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...