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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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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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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The Omni-Channel Movement

Compared to even 5 years ago, technology has never before been so integrated into our daily lives. Look around you, how many internet-connected devices are within arm’s reach? These things are only going to become more important with each passing day. So yes, start stocking up on power strips now. As we rely on our devices for our everyday needs, the lines between online and real life are blurred. Because of that, people are going to need more than one type of experience to stay engaged, an Omni-Channel Experience.

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Fun Contact Center Facts to Start Off 2018

Let’s face it, contact centers are not that exciting – but times, they are a changing. This next year the focus across the board will be on the customer journey. Customers are not just buying products anymore, they are buying experiences. We’ve put together a list of facts to show you just how crucial the customer experience is and will continue to be, both now and in the future.

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Do you hate waiting in line?

Do you hate waiting in line? On hold?  Most of us would certainly answer, “yes.”  However, the psychology behind waiting in line says that most of us don’t hate waiting in line – we hate being bored. That’s why there are floor to ceiling mirrors in most large buildings near the elevator.  It gives us all something to do (check other people out).  In addition, one of the first people who studied the science behind waiting in line was AK Erlang.  Some of you may recognize the last name – that’s right, he worked the probability and statistics behind the calculators that allow us to determine the lines/agents/bandwidth needed in a contact center based on busy hour traffic and average handle time.

“So what?” you ask.

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Charactertistics of Chatbots in Contact Centers

chatbots in contact centerThe potential for chatbots to make a large mark in the contact center world is growing – automation being the largest driver. While they are in a very basic stage now, as with all things related to AI, chatbots get better the more you use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 1+1 = 3. But over time, patterns are established that will make chatbots “intelligent” enough to take on tasks that today don’t seem possible.

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