Join us at booth #628 for your chance to win a pair of Apple® watches or a $500 Amazon® gift card It’s a big week for the contact center industry as we all gather for the upcoming Customer Contact Week in Las Vegas – and it’s a big week for us too! We are launching our newest […]
We recently had the pleasure of showcasing Authority Software at the ICMI Contact Center Expo show in Florida. It was a busy few days packed with great conversations and networking with contact center leaders across many industries. One of the many exciting things that took place at the event was that CRMXchange, a long-time leader […]
The first step towards improving the ease of your customer’s experience, becoming more customer focused and improving relationships is taking a comprehensive look at your customer’s journey. Customer experience should be at the very center of your business strategy. That said, recent research has shown that your customer can have positive experiences at each touchpoint […]
Customer experience management is essential for all call centers. A customer-first call center strategy begins with adopting best practices for measurable improvements of the quality of your customer interactions. Quality scoring is one of the most important methods used to ensure adherence tocall center standards and metrics, which not only improves customer service, but identifies […]
Not every business needs a CRM software solution, and the determination for whether or not you need one is not based on company size. It is dependent on a number of things, including the nature of the business, types and complexity of transactions, amount of available data and data sources, and others. For those businesses […]
The industry sectors that now receive and process credit card information go beyond those in the financial and retail sectors. If you are engaged in a business that requires your customers to provide credit card information to your agents, you are subject to regulations that protect your business and your customers from pervasive data breaches. […]