Ytel Blog

Posts by Brian Keep, Ytel :

The Contact Center Shift Towards Conversation...

By Brian Keep, Ytel  |  

If your contact center is on the brink of integrating with an SMS platform to power more interactions, read on for a few touch points that will make using SMS a no-brainer for your...

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SMS Guides: Best Practices for Outbound Text ...

By Brian Keep, Ytel  |  

SMS is the king of communication for B2C. Once your business aligns with this reality, the sky is the limit. To help make the transition to fully adapting SMS a smooth process, we'...

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Working with a Hands-on partner vs. the other...

By Brian Keep, Ytel  |  

Whatever market or industry you're in, as you shop around for services your business requires, engaging with a company who offers a partnership rather than just a service agreement...

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A Seamless CPaaS Integration Boosts Business ...

By Brian Keep, Ytel  |  

Few things are more frustrating to customers than having to wait for an answer. When you're able to create a perception with your customers that you are there for them when and how...

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Why SaaS Companies Need CPaaS for Customer En...

By Brian Keep, Ytel  |  

Creating genuine customer engagement doesn't happen overnight -- it is the product of clear and consistent communication over time. Today's customers need to know that they can hav...

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The Organizations That Regulate Compliance

By Brian Keep, Ytel  |  

While communications vehicles are excellent for growing profit margins, the U.S. government has created multiple organizations that are tasked with regulating the industry. Having ...

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Hiring Customer Service & Sales reps: Key Qua...

By Brian Keep, Ytel  |  

Hiring agents or reps to handle customer service and sales is an essential part of growing your business. While so many other factors can contribute to the success, a lot weighs on...

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5 Key Points Agents Should (Always) Know

By Brian Keep, Ytel  |  

As you hire and train new agents, it's crucial to focus on a few key customer service points that your team is consistently aware of and confident speaking on. In this post, we're ...

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RCS Powers P2A Interactions, Not Just A2P

By Brian Keep, Ytel  |  

We’ve talked a lot about RCS and the benefits it offers for businesses to interact in new ways, but what about the end user? Let’s explore how RCS will also serve as person to appl...

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Chat Bots & Automation: The Good, Bad & Ugly

By Brian Keep, Ytel  |  

Chat bots are a conversational UI tool that allows companies to automate their interactions with customers and leads. With strong advantages and disadvantages, it's typically a con...

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