Technology Archives - VCC Live

Customer Experience, Technology and Business
articles shared by a team of contact center experts.

Dorottya Márton

Everything You Need to Know About Call Recording in the Call Center

Call recording can be a useful tool for any contact center operation. However, you need to make sure that the way you record is in compliance with local and international regulations.

Dorottya Márton

What is an ACD? Everything You Need to Know About Automatic Call Distribution

Does your contact center ever struggle with too many unfiltered incoming calls at the same time? ACD might just be the right solution to create some order in the chaos. ACD, short for Automatic Call Distribution, is a telephony service that helps you answer and distribute incoming calls based on specific attributes. With ACD, contact…(...)

Alexandra Kozma

#Customer Experience

6 Ways To Max out Your WhatsApp Customer Support

WhatsApp is not just an app to catch up with friends and family anymore. Over the past few years, it has grown into a powerful communication channel for companies. So, it’s time to implement WhatsApp customer support in your contact center to give your business a boost! Did you know that in 2021, WhatsApp is…(...)

#Customer Experience

Omnichannel Contact Center: Your Ultimate Guide for 2021

According to a recent study conducted by V12, contact centers that adopt omnichannel strategies achieve 91% greater customer retention rates compared to businesses that don’t. However, not every company has an omnichannel strategy in place. In case you are considering the possibility of providing an omnichannel experience, or feel like it’s time you need to…(...)

Create Outbound IVR Messages Your Customers Actually Like

Most consumers are used to hearing or interacting with IVR messages and are not surprised when their call is answered by automatic voice response. While various forms of IVR systems have been in place since the 1990s, this does not mean that customer expectations are also the same. Confusing dialing options, robotic voices, distorted elevator…(...)

Dorottya Márton

The Dos and Dont’s of Call Routing in the Contact Center

When thinking about good customer service, call routing is one of the first tools that comes to mind. However, before using this technology, make sure to assess the context of your incoming calls, the skills of your live agents, and think about choosing the right IVR system.(...)

How to Maintain Remote Security in Your Contact Center

With a secure VPN connection, two- factor authentication, proper device management and access control, your data security processes should be in place. Finally, make sure to choose the right provider, with the proper data security credentials.(...)

November 13, 2020

Power Your Contact Center With Speech Recognition

Speech recognition can help with easily identifying customers, and it can also allow them to manage self-service tasks. Additionally, speech recognition can help with providing important data to agents, such as the reason for a call, customer data, and the client’s sentiment.(...)

Elemér Erdősi

September 25, 2020

Optichannel Payments: A New Trend You Cannot Afford To Ignore

Optichannel software takes into consideration the goals of the interaction and specific customer data. This is especially important when it comes to seamless customer interactions in terms of payment and debt collection.(...)

September 18, 2020

How to Win Customers Using Conversational Commerce

Conversational commerce is a concept that should be considered by most business owners. While it was initially introduced as a business tool, it can also be understood as a mindset or approach to customer care. In an age where your customers expect to communicate with you on multiple channels, conversational commerce is an essential part…(...)

Dorottya Márton

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