A contact-center supervisor may discover that a customer interaction went badly only after the call has ended. By then, the customer may have received incorrect information, the agent may have missed an important step, or a valuable sales opportunity may have been lost. Real-time call monitoring gives contact-center teams an opportunity to identify and respond […]

A caller may contact a business to compare products, schedule an appointment, ask about an existing account, resolve a problem, or determine whether a service meets their needs. Caller intent detection helps a contact center identify the purpose of an interaction and use that information to determine what should happen next. The process can range […]

AI agent assist is becoming an increasingly practical application of artificial intelligence inside the contact center. Instead of replacing the human representative, AI agent assist gives the representative additional information and support while the conversation is happening. Depending on the system, that support can include real-time knowledge suggestions, recommended responses, conversation transcription, coaching prompts, customer-context […]

A contact center can generate thousands of customer conversations without necessarily understanding what is happening inside them. Managers may know how many calls were answered. They may know average handle time, service level, abandonment rate, and conversion rate. But those numbers do not always explain why customers are converting, why they are leaving, where representatives […]

Lead response has traditionally depended on people noticing a new inquiry, retrieving the lead, reviewing its information, deciding who should handle it, and making contact. That process can work well when lead volume is manageable and teams are available. It becomes more difficult when leads arrive continuously, demand fluctuates throughout the day, or customers expect […]

Contact center performance metrics help leaders understand whether customer-contact operations are actually working. But measuring a contact center is not simply a matter of putting more numbers on a dashboard. A team can have a strong average handle time while creating poor customer experiences. It can meet a service-level target while struggling with first-contact resolution. […]

Contact center conferences are no longer limited to traditional call-center management. Today’s events cover customer experience, workforce strategy, artificial intelligence, communications technology, quality assurance, analytics, automation, contact-center operations, and the systems that connect customer conversations to business outcomes. That creates more opportunities for contact-center professionals—but it also makes choosing the right event more difficult. A […]

Generating a lead is only one part of the customer-acquisition process. The harder question is what happens after that lead enters the business: How quickly is it contacted? Who handles it? How is it qualified? Can the team turn the interaction into a productive conversation and, ultimately, revenue? That is where the Contact.io vs. Lead-to-Customer […]

Lead generation and lead conversion conferences can look similar on a calendar, but they often address very different parts of the customer-acquisition process. Some events focus primarily on generating demand, buying and selling leads, performance marketing, and acquisition channels. Others concentrate on what happens after the lead arrives: response speed, qualification, routing, attribution, sales alignment, […]