Call Center CX: Is Your Technology Building Relationships?

Call Center CX: Is Your Technology Building Relationships?

If you’re in the call center industry, or if you regularly deal with customer inquiries as part of you business, you need to ask yourself the following question: Is your business’s technology helping or hindering your customer experience (CX) and satisfaction? When Technology Damages the Customer Experience As customers ourselves, many of us have experienced…

Why Customer Experience (CX) Is More Relevant Than Ever

Why Customer Experience (CX) Is More Relevant Than Ever

The automated, digital direction of our industry has some insiders asking whether person-to-person customer experience (CX) is still a relevant concern. Consider this: The call center is your company’s primary, and often only, point of direct contact with your customers — the people who are using and paying for your services. A large number of…

Speech Analytics: Shaping the Call Center Landscape

Speech Analytics: Shaping the Call Center Landscape

Our industry’s information collection and metrics technology has come far in recent years, with speech analytics now providing a wealth of data to guide individual operators in their customer interactions, aide management teams in their real-time decisions on the floor, and inform organizations as they redefine industry standards for customer experience (CX). Call Transcription: The…

Busylight: Custom Statuses Everyone Can See

Busylight: Custom Statuses Everyone Can See

In all customer service situations, call centers in particular, everyone involved in an interaction has a vested interest in efficiency. On one side, the customer wants their situation handled quickly and efficiently, with as little wait time as possible. On the other side, a call center’s profitability requires taking the maximum number of calls and…

Call Center Trends Influencing Industry Best Practices

Call Center Trends Influencing Industry Best Practices

If we were to stop time and observe exactly what was going on in the call center industry at the present moment, we would see a number of developments and industry trends gaining momentum, including: Let’s examine these industry trends a little deeper. Improved Analytics Lead to Data-Informed Decisions The days of relying solely on…

The Omnichannel Approach to Customer Service

The Omnichannel Approach to Customer Service

Omnichannel has become quite the buzzword across a number of industries. As with most buzzwords, there are a lot of ideas and impressions floating around, but less factual understanding about what this term actually means. In fact, few people, even within our telecom industry, are sure about what an omnichannel approach really is and what benefits…

Your 3CX Platform: Custom Enhancements Unlock Its Potential

Your 3CX Platform: Custom Enhancements Unlock Its Potential

Without a doubt, 3CX has become an industry-leading IP PBX system. 3CX is a powerful tool right off of the shelf, with basic features that include: However, the average 3CX installation has much untapped potential. Convey Five’s enhancements take that out-of-the-box 3CX platform to new levels of capability. Custom Enhancements Take 3CX to the Next…

How a new 3CX integration delivered more customers and revenue for one midsized business

How a new 3CX integration delivered more customers and revenue for one midsized business

Pizza is one of my favorite things; I love it. I also love success stories, especially when they involve clients who realize big gains by making relatively small changes in their call center technology. The only problem with these success stories – and there are lots of them – is that the businesses themselves are…

Those sneaky agents: Top strategies for managing call center agents

Those sneaky agents: Top strategies for managing call center agents

I’ll never forget the story I heard from one of my call center customers a few years ago. We had recently implemented a large 3CX customization project for his contact center. The whole project was going very well – except for one thing. To be clear, there were no problems at all with the call…

Why your call center software should play nice with accounting

Why your call center software should play nice with accounting

In this series of blogs, we have been discussing the fundamentals of a cohesive call center solution where all the moving parts work together. This synergy between all your diverse systems is vital for many reasons, but underlying all of them is one goal: growing your business. Accounting, which might be more accurately named “the…