Talkdesk
MAY 15, 2019
But in 2014, I tried something new. Buying a car is typically the second-largest purchase a consumer will make, behind buying a home. Instead of a transaction that people dread, we want to make it easy and enjoyable for every consumer.”. Shift needed a better way to route calls to agents across their three contact centers.
Talkdesk
MAY 15, 2019
But in 2014, I tried something new. Buying a car is typically the second-largest purchase a consumer will make, behind buying a home. Instead of a transaction that people dread, we want to make it easy and enjoyable for every consumer.”. Shift needed a better way to route calls to agents across their three contact centers.
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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 percent of brands are delivering leading-edge customer experience , while 33.5
NICE inContact
JULY 13, 2016
Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.
Tricia Morris
MAY 18, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Contact centers are working to address this growing and changing channel use.
Experience Matters
JANUARY 6, 2015
In my post last year, I named 2014 “ The Year of Empathy.” Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track.
Talkdesk
MAY 14, 2019
Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. AWT can be measured globally across the contact center, by ring group, agent or phone number.
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