There’s no doubt that proactive outbound can be an effective strategy to drive positive connections with your customers. In fact, Eric Keller, senior research director at Gartner, states that “receiving proactive outreach leads to a 9% increase in a customer’s value enhancement score.” Whether you’re in a collections organization attempting to retrieve delinquent payments or in healthcare sending a reminder to a patient about an upcoming appointment, proactive outreach can be a powerful tool in driving diverse KPIs. However, the right solutions need to be in place to ensure you’re within strict compliance regulations. Without the right compliance-ready solutions, organizations face costly penalties on top of losing their positive brand reputation.
In this on-demand webinar, learn more about how UJET’s powerful CaaS platform integrates with Alvaria’s proactive outbound solution to provide enterprise organizations the peace of mind of highly compliant experience throughout the customer journey.
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It's dangerous to remain stuck in our ways. Tastes change, your workforce, clientele, and operations are evolving. We know the contact center landscape is changing, transforming both agent roles and executive decision-making. The tools and analytics used by the front-line workers to enhance customer experiences, optimize operations, and drive business success are the same tools executives can leverage to provide valuable data-driven insights and empower them to make informed decisions that benefit their call centers and overall organizations. If you’re not afraid to be an old dog, then you shouldn’t be afraid of new tricks. If everyone in your organization isn’t using AI, you’re doing it wrong. Here are some ways your organization should be using AI from the top down...
Our industry is witnessing a significant transformation in compliance practices; largely driven by stricter, more enforceable compliance acts and companies facing larger fines or penalties. With increasingly complex compliance requirements, organizations are under tremendous regulatory scrutiny. Consider the Consumer Financial Protection Bureau reported enforcement actions have resulted in $3.7 billion in penalties. You may think that the burden of compliance would force many businesses to pivot strategy, downsize their workforce, or worse, act unethically...
Finding and retaining skilled call center agents can be a persistent challenge. In the last several years, the demand for agents with strong communication skills, problem-solving abilities, and technical proficiency has skyrocketed. Despite efforts to hire, train, and support, the demand has consistently outpaced the supply, which may leave us on the precipice of a talent shortage. Before we discuss strategies to mitigate its effects, let’s take a quick look at how we got here...
In the contact center, customer service relies on workforce engagement to shape customer experiences. An engaged team is key to building lasting customer relationships, fostering brand loyalty, and driving overall business performance. The benefits of an engaged workforce in the call center are easily recognizable – engagement manifests as a positive work environment across all your sectors and teams; but engagement also helps deliver exceptional customer service. Have you noticed newly emerging characteristics of an engaged workforce? We sure have...
