Select Country
Search
Contact Us

Blog

Categories
Select Category
Domains
Archives
Select Month and Year
Dec 22, 2021 | By LarryE
How to Empower and Increase Agent Engagement with AI

Technology Can Make the Workplace More Appealing and Interesting while Enhancing Performance. Many technologies can improve the overall agent experience, as always, starting with the basics has proven to be the best approach.  Foundational technologies include delivering (and continuously optimizing) context-sensitive prompting in your IVR, integrating your contact center with your CRM to facilitate the development of first-party data, and implementing and enhancing knowledge management systems to improve your self-service capabilities.

All Posts
Displaying 10 of 58
May 2, 2022 | By LarryE
A Game Plan for FSI’s and Credit Unions (Part 3)

The Power of Moving Forward Faster - Legacy Technology Affects Client/Member Identity Authentication - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations (FI for short) including Credit Unions (CU) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. A Hybrid Approach Helps Things Happen. Faster and More Efficiently.

Mar 23, 2022 | By LarryE
A Game Plan for FSI’s and Credit Unions (Part 2)

The Power of Moving Forward Faster - Legacy Technology Affects Process Modernization - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FI for short) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen

Feb 25, 2022 | By LarryE
A Game Plan for FSI’s and Credit Unions (Part 1)

The Power of Moving Forward Faster - Legacy Technology is the Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FSI’s for short) are typically limited in their operational flexibility due to the state of their existing infrastructure and systems. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen

Oct 27, 2021 | By LarryE
How to Understand Your Customers To Better Engage with Them

From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

Oct 12, 2021 | By LarryE
Delivering Better Customer Experiences (CX)

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Oct 1, 2021 | By Helen Billingham
Why agility is now at the heart of customer service success

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, they were treated as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible.

Sep 20, 2021 | By LarryE
EnghouseUC
Sep 3, 2021 | By LarryE
Unified Communications
Jul 30, 2021 | By Helen Billingham
Understanding The Factors Driving Channel Choice In Customer Service
Jul 29, 2021 | By LarryE
Mitigate Agent, Customer, Operational and Regulatory Risk
Hello world!
We use cookies to improve your browsing experience

We use cookies and similar technologies for optimal site operation and to improve user experience, analyze site traffic and for personalized advertising. By clicking or turning on an option found in “Manage Cookie Preferences”, you agree to this as outlined in our Privacy Policy. At any time, you can change your cookie preferences by clicking “Manage Cookie Preferences” or withdraw your consent altogether by clicking “Decline All”.

Manage Cookie Preferences
Decline All
Accept All
Skip to content