Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Stella Connect

DECEMBER 2, 2021

In 2020, we found that only one third of consumers (33%) said they’d switched to a competitor after only one negative customer service experience with a business. 2: Time Is Money for You—and Your Customers. 1: Customer Loyalty Is Getting Hard to Earn and Even Harder to Maintain . Customer patience is a finite resource.

Trends 52

Trends Customer Service Data First Call Resolution 52

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. ANALYTICS COMPETITION WINNERS.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Natalie Petouhof

SEPTEMBER 1, 2015

Tweet By 2020 it is estimated that there will be over 50 billion connected devices. However, often time agents don’t have access to any of that historical data or consumer behavior data to predict the next best actions. So if consumers are more connected, what does this mean for companies?

Analytics 40

Analytics Omni-Channel Average Handle Time First Call Resolution 40

NobelBiz

NOVEMBER 15, 2022

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. The way to tackle this issue is to create a contact center infrastructure that can simplify procedures and centralize data.

Call Center 52

Call Center Contact Center How To Contact Center Software 52