Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged.
Win the Customer
DECEMBER 15, 2015
However, over the last few decades, customer experience and service delivery veered away from personalized support and adopted a “call and wait” system while companies cut costs and installed voice-activated phone prompts. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience.
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NobelBiz
SEPTEMBER 29, 2020
Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI.
Magellan Solutions
JULY 29, 2021
First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. Given the overwhelming move to virtual call centers, using AI for quality monitoring and compliance control is essential for future growth. A study reveals that 90% of consumers want omnichannel services.
NobelBiz
MAY 24, 2022
The supervisor’s role in a remote call center is to be primarily focused on outcomes. These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). As a result, an agent can contact him at any given moment when a consumer makes a certain request.
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