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‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
Clara Eckel | Marketing Manager. Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the...
Chris O'Brien | Marketing Manager. Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) ...
Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place...
CX Best Practices Posted December 29, 2020 In a year dictated by the various stages and devastating impacts of the global pandemic, there have thankfully also been some inspiring moments. These included our ability as a global community to quickly adapt and evolve all...
St. Lucia News Online | July 4, 2020 Prime Minister Allen Chastanet surprised staff at the itelbpo Smart Solutions call centre on Saturday, July 4. Chastanet said on Facebook that he made a “quick unscheduled stop at the newest state of the art call centre based in Vieux-Fort”. “I was...
Contact centers today are comprised of an intricate web of platforms and systems—from customer support platforms, to order management systems, to loyalty program software—all of which are necessary to provide customers with great service. But while they serve a necessary function, they can still...
Contact centers today face increasing pressure to do a lot with limited resources. At Gladly, we’ve been thinking about how to help contact center leaders negotiate this tricky balance, culminating in this three-part series of posts on maximizing efficiency in your contact centers. If you...
Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The agent is expected to remain calm, cool,...