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“Some startups in the contact center market have placed workforce optimization at the core of their offerings. The cloud vendor Sharpen Technologies Inc., for example, uses a customizable algorithm to rate agents and uses an AI platform to monitor and flag trends within the contact center.

Posted: Sunday Nov 29, 2020

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Sharpen - Client Applications

Posted: (4 months ago) In order to access Sharpen Application, please login. Email* Your email address is required.. Password* Your password is required.

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The Future of Omnichannel Starts Today: 4 Trends for 2021

Posted: (15 days ago) Even before the pandemic, customers were turning to messaging apps to communicate with businesses. And more than 50% of people say they’re more likely to buy from a company that provides customer service via chat. Now is the time to integrate mobile channels, like chat and texting, into your omnichannel strategy.

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Modernizing Your Credit Union: 4 Key Trends to Watch in ...

Posted: (6 days ago) Your members are looking to interact via digital channels like websites, mobile apps, and video banking, among others. In fact, according to McKinsey & Company, 65% of members are interacting with their credit union through multiple digital channels.

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Out with the Old, in with the New: Leave Behind your Old ...

Posted: (5 days ago) 70% of adults say that mobile apps are important for companies to offer. Contact centers today bear the burden of maintaining customer loyalty. They have to provide impeccable service at all times, through all channels. Without skipping a beat. This feels like an impossible task if you have legacy technology because, well… it kind of is.

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Retail is Leading the Charge: How Innovative Retail Brands ...

Posted: (2 months ago) Consider how many apps on your phone are devoted to some kind of restaurant, retail brand, or another form of e-commerce. All I have to do is open my Starbucks app, make an order, and walk into the nearest store to grab my drink, already paid for and already made.

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The Omni-Channel Contact Center

Posted: (2 months ago) In fact, the average US citizen has 37 mobile apps installed and spends five hours per day on their phone.7 The implications of this frequent smartphone consumption are important for consumer-oriented, commercial businesses with an app that incorporates SMS/MMS functionality to contact customer service. omni-channel contact center (n/adj.)

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Posted: (4 days ago) to lose their enthusiasm for apps. Downloads have declined by more than 20% YOY, and 65% of users download no new apps in a typical month. For this reason, integrating into already successful chat apps is a wiser choice both financially and strategically. It eliminates the need to maintain an app and compete for downloads in an already saturated

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Stop Letting your Oldest Gen Z Members be an Afterthought ...

Posted: (15 days ago) And, they expect they’ll be able to seamlessly move between channels without having to re-enter data or restart a process. Gen Zers manage almost every aspect of their lives on their mobile devices through apps, Alexa, Apple watches, smart fridges and the like.

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The Future Will Be Defined by Choice Pt II: The Role of ...

Posted: (3 days ago) But apps are a viable self-service channel if you have the resources to develop and maintain one – if your customers are mobile-savvy, an app may be well worth it. Integrating video within your knowledge base is easy and effective.

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Millennial Customer Service Changed Customer ... - Sharpen

Posted: (6 days ago) Text and messaging apps (like WhatsApp and Slack) Email – when it’s delivered with a snappy subject line; Social media; Phone call; In-person; Invest in digital channels to woo modern customers and build their loyalty. It makes help more accessible for your customers, and it’s good for your bottom line.

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