“The Great Resignation” was a term coined during the pandemic, and it extended through the beginning of 2022. Since then, a new term called “quiet quitting” has hit the streets. The Harvard Business Review defines quiet quitting as, “opting out of tasks beyond one’s assigned duties and/or becoming less psychologically invested in work.” Maybe you’re thinking, “OK, I can name some people that have quietly quit.” But what about those you can’t name? They’re showing up every day and performing at a job, but not optimally.
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“Why should I replace my IVR with an IVA?” I’m starting to hear that question a lot from companies that I work with on a regular basis, so I’d like to address the question more broadly.
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What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.
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I find that there are a lot of misconceptions about what CPaaS actually is. The term “Communication Platform as a Service” can mislead you into thinking it is a very broad and inclusive term.
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Preparing and creating as much data as you can will help you build for the future and support more self-service efforts.
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Virtual assistants can offer an incredible amount of help to your customer care organization. Before we jump into that, let’s start by focusing on what a Virtual Assistant is—or better yet, an Intelligent Virtual Assistant.
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Salelytics is a leading provider of inside sales and multichannel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.
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