John DeUlloa

Brand Loyalty is the Defining Marker of Success Consumers today have the mentality that technology is one step ahead of them and will think for them at times. It knows what you want and when you want it from the biggest of items to the smallest of items. These norms are what consumers have grown […]

Streamlining Healthcare in 2022 Burnout in the healthcare industry has seen an uptake since 2020 when the pandemic overtook the world. The shortage of healthcare professionals added to the surmounting pressure that healthcare professionals were being put under as they were not equipped with the proper tools to handle a global pandemic. Coming into 2022

A Perfect Pair: Artificial Intelligence in Call Centers As we are all familiar with, there are endless solutions that have been proposed to reduce customer effort and exertion so they have a great experience when reaching out to a contact center to have their questions answered and problems solved. Customer effort is a relevant factor

Why Omnichannel Routing is Important in Contact Centers The way in which customers reach out to businesses has expanded beyond calling via telephone. They are now able to reach out to you via texts, chat, and email. Creating a contact center that is able to manage all the incoming forms of communication properly is key

3 Ways to Achieve Results-Based Management Contact centers agents are the primary contact when it comes to getting an issue resolved. The agent has the opportunity to set the tone and brand of the company when first interacting with the customer. This first interaction does not set the brand image for the short term but