SMS messaging is one of the great under-used customer service tools. Everyone understands it. Everyone can access it. It’s rock-bottom cheap compared with taking a
The modern call center is awash with incredibly sophisticated technology. In fact, ‘lack of tech’ is hardly ever the problem these days. You might even
Recovering overdue payments is not the most glamorous part of doing business. There’s no denying that it can be awkward, and changes the dynamic between
The smartphone has given young consumers access to support and services via multiple channels, the ability to switch channels quickly, and 24/7 reachability. Here are
No-code process automation allows babelforce contact centers to offer truly omnichannel services. By simplifying difficult call actions and data integration, automating core contact center processes
Self-service or the human touch? The research suggests that the answer is not one or the other, but maybe “both”. Better still, “it depends”. As
Interactive Voice Response (IVR) is a key tool for contact centers. It automatically responds to customer queries with speech that’s either pre-recorded or generated dynamically.
A high volume of support calls to agents in your contact center is costly, and often inefficient, especially when a large number of the requests