Benefits of Callback Option in Your Contact Center

A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.

One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.

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Agent Assist with Blueworx Voice Response for Linux 7.10
The Advent of Agent Assist

Artificial Intelligence is already transforming the contact center.  Customers are delighted that they are getting their business done more efficiently and companies are pleased to be saving money and time.  With AI interaction, we can provide a slick, natural, human-like interface. With AI knowledge, we can find the information the customer needs more quickly and accurately.

However, with the release of Blueworx Voice Response for Linux 7.10, we can now use AI in a new and exciting way – Augmented Human Agents.

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Trends in the Contact Center World – 2019

Blueworx is committed to providing the best service and support available by applying innovative thinking while finding creative solutions that will ensure we deliver the best applications and experiences possible. As we move forward on our mission to take customers on a journey that exceeds their expectations, we are excited to share a glimpse of new technologies and trends taking place in the world of contact centers in the upcoming year.

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Making Outbound Notifications Part of Your Contact Center Experience

Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating artificial intelligence solutions into your contact center can create a more dynamic user experience for your customers.

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5 Tips to Make the Customer Experience Even Better

Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during the holiday season. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage technology so that a seamless, efficient, and enjoyable contact center customer experience can be achieved no matter the channel of communication being used. Here’s a look at five tips your contact center can follow to ensure your customers have positive interactions with your brand.

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Stop Kicking the Tires On Contact Center Transformation – It’s Time to Act.

Changes in the customer experience journey are happening fast.  There is no slowing down or stopping the convergence of technology and the increasing demands for quick, relevant and personalized customer interactions.  The stakes are high when it comes to the customer experience and it is not just the Contact Center that needs to take notice – the customer experience is a whole company issue.

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Creating a Better Customer and Agent Experience with AI

What if we could tell you the contact center can be better, faster, smarter and more successful in creating loyalty with your customers that is long lasting? Creating a better customer and agent experience has been a goal that businesses have been chasing for decades. It is finding the delicate balance between agent efficiency, self-service performance and customer expectations that continues to be the challenge for most businesses. How do you create a smarter experience for customers and agents without sacrificing something?

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Modern Self-Service: Empowering Customers to Serve Themselves

All this talk about modernizing the customer experience can quickly get overwhelming.  You have many options to enhance the customer experience today with natural language speech, incorporating other channels like SMS, chat and even visual IVR or go all the way to leveraging the power of artificial intelligence.

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Blueworx Introduces a Centralized Outbound Calling API, Fax Machine Detection and Bridge Transfer to Linux

Release 7.7 of Blueworx Voice Response for Linux

Contact centers today are actively looking for opportunities to leverage enhanced self-service as well as proactive outbound interactions that drive customer loyalty and reduce the cost to serve.  In today’s competitive market, where maximizing customer loyalty while reducing costs are key business metrics, offering a proactive approach to common reasons customers call in is imperative.  The dissemination of time-sensitive or personal information delivered quickly and consistently is a requirement to meet today’s customer demands.  The essence of outbound calling or text messaging is being proactive, preemptively contacting a customer before they have to contact you for information.  That is why Blueworx continues to make features like outbound calling more efficient and effective for businesses.

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Touchpoints in the Customer Journey

Touchpoints are vital to the overall customer experience. It is during these moments, when a customer reaches out to you to conduct business, that your company has the opportunity to really put its best foot forward and leave a lasting impression. When too much emphasis is placed on these moments, though, it can actually have a negative impact. It will leave the customer feeling like the only time you truly care about them is when there is something to be gained by you.

What You Really Need to Focus On is the Entire End-to-End Customer Journey

Chat automation and other forms of artificial intelligence are effective in boosting customer engagement. The micro-experiences these tools create, however, do not account for even a fraction of a customer’s entire experience with your brand. If your company defines the customer experience by only a series of touchpoints, you’re missing out on a valuable source of information.

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