GlowTouch

DECEMBER 10, 2020

Which leads directly to the next consideration: Predictive analytics and machine learning: every interaction between a customer and a service agent contains numerous data points, whether this involves chat transcripts, phone call recordings, the questions or issues that are raised, and so forth. Why does this matter? About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

COPC

MARCH 24, 2020

In light of current events surrounding COVID-19, many in the business community are taking drastic measures to ensure continuity and quality of services in the face of unprecedented restrictions. Measuring and managing the customer experience. COPC® Lean Six Sigma for Contact Centers. . — (March 24, 2020) — COPC Inc. ,

Consulting 40

Consulting Training Call Center Travel 40

GlowTouch

APRIL 2, 2021

In some cases, existing trends were accelerated, and in others, new habits were adopted in response to measures aimed at mitigating the spread of the Covid-19 virus. There is an element of truth in that, but it barely scratches the surface of all that happens within a contact center. E-Commerce Re-imagined. About GlowTouch.

e-support 52

e-support Contact Center Return on Investment Consumers 52

GlowTouch

NOVEMBER 6, 2020

The past as prologue: last year’s data should provide a baseline for this year – what were the most common issues, what channels were most often used, what dayparts saw peak demand, and how did performance measure up to metrics? As a contact center outsourcing provider, our mindset is one of ensuring outcomes. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Measurements and metrics are put into place. . Create topics and offers aligned to goals. .

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

GlowTouch

JUNE 12, 2020

Technology boosts productivity by saving time spent on repetitive tasks and also coordinating the interactions on several platforms. Mutually stimulating interactions between you and your agents can inspire better interactions between agents and customers. Be empathetic in your interactions and open your mind to new problems.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

GlowTouch

SEPTEMBER 18, 2020

For both customers and staff alike, this fosters a unified experience – the same methods are used, the metrics are measured in similar fashion, the training process is consistent, and the bureaucracy is lean. While there are some regional differences in how people interact, the underlying work habits and systems are the same.

Culture 52

Culture Company Government Leadership 52