Holiday shopping rush: is your contact center ready?
The countdown to shopping madness officially started in the beginning of November with Singles’…
Read more3 Ways to Use WhatsApp Business to Get Closer to Customers
This article was originally published in Business2Community WhatsApp has 1.5 billion monthly users across 180 countries, and…
Read moreHow AI and Machine Learning at the contact center change customer relationships
Successful customer journeys are one of the main goals of any business. To do that,…
Read more3 Benefits of Real-Time Speech Analytics for Businesses
This article was originally published in CEOWORLD Magazine Making good use of data is…
Read moreHow To Use WhatsApp To Promote Customer Engagement
Interview with Eduardo Malpica - Chief Knowledge Officer at Altitude Software In the globalized and…
Read moreEtisalcom and Altitude Software to Accelerate Adoption of Innovative CX Solutions in Bahrain
The 2 companies are showcasing the latest Altitude Xperience solution at GITEX Dubai 2019, the…
Read moreAhli United Bank Enriches Digital Customer Experience with Altitude Software
Bahrain's Ahli United Bank (AUB) delivers a unique digital experience by offering a first-of-its-kind Visual IVR…
Read moreDangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management
Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event…
Read moreDangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice
Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards.…
Read moreDangers of not Having Call Recording in Utilities: Danger #3 – Unproductive Agents
Customer service agents in public utility companies are a crucial part of customer service experience. Agents’ ability to communicate and resolve customer issues…
Read moreDangers of not Having Call Recording in Utilities: Danger # 2 – Unhappy Customers
Contact Center agents in public utility facilities engage in diverse and multi-faceted responsibilities. Agents communicate…
Read moreDangers of Not Having Call Recording in Utilities: Danger #1 – Event Management and Safety Tracking
Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during…
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