Calabrio
SEPTEMBER 21, 2016
The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.
BlueOcean
JULY 5, 2016
With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The Facts About Social Customer Care. Social customer care is quickly becoming a standard offering in the contact center world.
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Eptica
MAY 18, 2016
Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.
Calabrio
JULY 5, 2016
While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.
Uniphore
NOVEMBER 2, 2021
3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Check out our website , connect with me on LinkedIn , or contact us.
ijgolding
JULY 3, 2017
Then, if you can anticipate the customer’s needs with your answer, you are able to create an experience that is unique and special. In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information.
Eptica
MARCH 16, 2016
Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Prove the value of emotion Senior managers are used to seeing metrics that link directly to business objectives, whether that is customer retention, sales or efficiency.
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