cloud
August 31, 2018
  • Posted by: Donna Penwell
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  • Under: Contact Center

What does moving your Contact Center to the cloud mean to the customer?  Are there benefits?  Calling into a contact center is never a favorite task of anyone.  We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?

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Natural Language
July 31, 2018
  • Posted by: Donna Penwell
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  • Under: Contact Center

People use Artificial Intelligence (AI) more than ever to do things like verbally place orders for goods and services or ask for directions to a place they’re unfamiliar with. With the introduction of devices like Alexa and Google Home, we’re seeing the commercial use of artificial intelligence more and more. AI also continues to transform […]

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PCI Secure Payment
June 19, 2018
  • Posted by: Donna Penwell
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  • Under: Contact Center

Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a PCI secure payment environment for processing, storing, and transmitting credit […]

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User Experience
March 30, 2018
  • Posted by: Donna Penwell
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  • Under: Contact Center

Any chance you remember the last time you had a really horrible customer experience? Maybe it was pretty recent and you just got hair-raising chills going back to that moment. Ok, so stop there. Now, on a happier note, are you able to remember a blow-your-socks-off great customer experience? Perhaps it was in a store. […]

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Artificial Intelligence
January 12, 2018
  • Posted by: Donna Penwell
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  • Under: Contact Center

Clearly, there are opportunities to increase automation and provide higher quality and more life-like self-service solutions for IVR, text and chat interactions.  But in all cases, there is still a person involved in the process – the end customer.   For Chrysalis, Artificial Intelligence (AI) is all about people. AI is becoming the new consumer expectation.  […]

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Cloud Migration
November 30, 2017
  • Posted by: Donna Penwell
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  • Under: Contact Center

If it was that easy, wouldn’t everyone be doing it? Moving your contact center to the cloud is logical, sensible, forward thinking and the right thing to do. But actually going through the process is another story. Just the thought of all of the little details that have to be considered makes it scary and […]

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October 16, 2017
  • Posted by: Donna Penwell
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  • Under: Contact Center

As Contact Center managers scurry around frantically to keep up with the latest self-service innovations, customers are continuing to do what they always have done…pressing zero until they talk to an agent. It seems, especially in the banking industry, that some people prefer to have a person help them with even the simplest request like […]

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Chrysalis Omnichannel in Contact Center
September 29, 2017
  • Posted by: Donna Penwell
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  • Under: Contact Center

As you read this Blog, I bet there are several internet-connected devices within your reach. Our day-to-day activities have shifted to the point where it is hard to imagine not being linked-up – it even makes us nervous to be without that tether to cyberspace. Contact centers have developed products and services to deal with […]

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August 30, 2017
  • Posted by: Donna Penwell
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  • Under: Contact Center

Are you one of those people that gets frustrated just 10 seconds into waiting on hold for customer service so you just hang up? Well, join the crowd. Statistics show that over 60% of Contact Center customers feel that even one minute of hold time is too long! That abandoned call is certainly not a good […]

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July 28, 2017
  • Posted by: Donna Penwell
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  • Under: Contact Center

Everything I know about Schrodinger’s Cat is based on some comments made during an episode of the hit TV show The Big Bang Theory. So when I saw the Cat reference used in an article* about Contact Centers I was intrigued and knew I had to read it. It turns out that there is a […]

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