Shelby Faris

2018 Contact Center Trends: Punching Through the Barrier.

Source: iStock Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge...

Turning Zendesk into a Fully Fledged Contact Center

A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In today’s world, that...

Facebook Messenger 2.2: Are you prepared?

Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying attention to what this means for messaging apps and customer support expectations. Most significantly, Messenger 2.2 includes a customer chat plug-in,...

The IVR of the Future Uses Artificial Intelligence

IVR is Here to Stay Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service. Many businesses use Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via pre-recorded voice prompts and dual-tone multi-frequency (DTMF) tones of...

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