Tune in as the experts at Wilmac discuss personalizing the customer journey in the contact center. Customer journey management is a critical component to creating satisfying experiences, which in turn improves the overall customer experience. Adding personalization to...
A customer journey refers to the series of interactions and touchpoints that a customer has throughout their relationship with an organization. This journey is made up of many touchpoints and hand offs between those touchpoints that ultimately shape the customer’s...
Post-pandemic life has not slowed down the consumer desire to seek self-service options, which has put contact centers in a perplexing position. Almost every organization offers self-service options, whether it be an FAQ page, reset password link, chatbot, voicebot,...
We can’t stress it enough: Continuity Replay is a dynamic solution. We continue to find new use cases for different organizations from different industries that expand the opportunity to develop Continuity Replay. The cloud has created an entirely new voice recording...
The most successful brands are committed to delivering an excellent customer experience. With that comes driving customer loyalty, meeting demanding customer expectations, and equipping agents with a dynamic, agile, and cloud-based system. To effectively deliver an...
Are you one of the many companies transitioning to the cloud? Then you know it’s time to modernize your workforce optimization suite. And being able to be flexible and manage remote agents is a critical component to that modernization. Before we dive into how the...
