Veronica French
How the Great Resignation is Impacting Contact Centers in 10 Data Points
The Great Resignation has upended the entire customer service world. Rising call volumes, pandemic-driven workforce management (WFM) issues, and unpredictable supply chain patterns are just a few of the factors adding to the stress on customer service operations. Statistics show that the mass exodus of...
How to Use Voice AI to Empower Live Agents
Your call center agents are the lifeblood of your contact center. They have a huge responsibility to represent your brand during a customer’s time of need and frustration, all while actually solving a customer service issue in real-time. Now that’s a tall order. Whatsmore,...
3 Reasons Why Customers Still Choose Voice Over Any Channel (and Always Will)
Granted, customer engagement has gone through massive changes in recent years. The digital age has propelled brands’ omnichannel presence across phone, chat, self-service, SMS, and so on. But still, one thing remains, customers prefer the phone above all other channels. Why do customers still...