In the call center, effective management of customer data and other sensitive information is par for the course, so data protection is critical. Unfortunately, traditional consumer browsers used to ...

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

• Contact center data volumes are expected to continue increasing through 2021 across channels like phone, email, chatbots, website, and social media • Data proliferation has enabled businesses to ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

In many sectors (and perhaps most especially telephony, banking, and utilities) call centers have rapidly evolved from being a simple add-on, customer-facing service to an important differentiator. In ...

destinationCRM.com is dedicated to providing Customer Relationship Management product and service information in a timely manner to connect decision makers and CRM industry providers now and into the ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

Resolving a customer-service problem on the patron’s first call will entice that person to continue doing business with that company 49 percent of the time. This was found in a study by the market ...