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Blonde Woman Smiling While Holding Call Headset | How-to-Migrate-Voice-Centric-Quality-Management-to-an-Omnichannel-Contact-Center-Solution | Authority Software
How to Migrate Voice-Centric Quality Management to an Omnichannel Contact Center Solution

An omnichannel contact center solution provides superior customer experience over voice-only options. Today’s customers are self-solving, communicate regularly via live chat, and expect seamless customer service when they choose to migrate an issue up to a voice call with a live agent. Voice-centric quality management can only take you part of the way to providing […]

Smiling Woman Holding Out Hand While Talking on Headset | Is your Unified Contact Center Solution Digital First? | Authority Software

Is Your Unified Contact Center Solution Digital-First? | Authority Software

Customers today prefer to self-solve any issue, and calling the contact center is the last option most will try. However, they expect short wait times and an efficient solution to their problem when they do. Having customer information from all available sources readily available for agents allows for a smooth experience. When a conversation can […]

Blonde Woman Smiling While Holding Call Headset | How-to-Migrate-Voice-Centric-Quality-Management-to-an-Omnichannel-Contact-Center-Solution | Authority Software
How to Migrate Voice-Centric Quality Management to an Omnichannel Contact Center Solution

An omnichannel contact center solution provides superior customer experience over voice-only options. Today’s customers are self-solving, communicate regularly via live chat, and expect seamless customer service when they choose to migrate an issue up to a voice call with a live agent. Voice-centric quality management can only take you part of the way to providing […]

Smiling Woman Holding Out Hand While Talking on Headset | Is your Unified Contact Center Solution Digital First? | Authority Software

Is Your Unified Contact Center Solution Digital-First? | Authority Software

Customers today prefer to self-solve any issue, and calling the contact center is the last option most will try. However, they expect short wait times and an efficient solution to their problem when they do. Having customer information from all available sources readily available for agents allows for a smooth experience. When a conversation can […]