The LeadDesk Blog
LeadDesk’s cloud contact center software blog for everything you need to know to take your sales, efficiency and agent experience to the next level.
Self-service is a growing trend driven by both consumer behavior and cost-savings. The relationship between customer service and customer support will strengthen. We will also see the rise of new, highly focused contact centers with expertise to handle demanding cases.
The smart speaker market has been growing by an average of 40% each year. There are more than two million active podcasts. Audiobooks already generate more than a billion in revenue each year. Clubhouse is the hottest social media right now and practically everyone is walking around with headphones over their ears.
2020 suddenly saw millions of people begin working from home full-time. Immediate impacts of the shift were a transition to cloud services. Even as people slowly return to their offices, permanent changes that impact contact centers will remain.
Conversational customer dialogue signifies a shift away from managing customer experience as tickets towards authentic, channel agnostic conversations with customers. This strategy calls for the cooperation of all channels and touch points to the benefit of the customer.
Artificial intelligence, or AI, is the simulation of human intelligence by machines. AI in the contact center industry is entering a post-hype era, where we are finally seeing real-life examples of the benefits, especially in quality assurance.
According to our survey, agent experience and performance are the biggest business challenges for nearly 50% of the respondents. How can the agent experience be improved?
An IVR or Interactive Voice Response system is used in customer service to learn about the callers and direct the call to the right department or agent. An IVR interface or an IVR software is the tool used in practice to create the IVR. This blogpost shows you how to easily create effective IVRs.
LeadDesk are proud representatives of the KSindeks together with the arrangers of the event Tekna and Kantar. We believe it is important to promote good customer service in Norway especially in the challenging year that has been. Last year our customer Sparebank1 SR-Bank was the well-deserved winner of the Best Customer Service in the industry category of banking.
LeadDesk are proud representatives of the KSindeks together with the arrangers of the event Tekna and Kantar. We believe it is important to promote good customer service in Norway especially in the challenging year that has been. Last year our customer Sparebank1 SR-Bank was the well-deserved winner of the Best Customer Service in the industry category of banking.
LeadDesk has now officially joined forces with Loxysoft. This historic news means that we can now write the next chapter in sales and customer service software together. By together, we also mean our customers and partners, as you are a vital part of this journey.
LeadDesk is proud and pleased to announce that SpareBank 1, on December 1st, has entered into an agreement on further cooperation for four new years. It is especially nice to share this in a week where Loxysoft announced their incorporation into LeadDesk, and the new market position this entails. The news was released on November 30th, during the very last phase of the negotiation process.
To compete as a modern contact center or customer service, it’s not enough to provide service through phones and emails. Thus companies have kept adding new channels to keep up with customer demands. However, by adding channels, companies continue to add complexity to their systems. This has resulted in new headaches; more work for agents and a disconnected experience as customers need to repeat themselves across channels.
