ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Follow on Twitter: @Hyken.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

Stella Connect

NOVEMBER 29, 2021

4: Personalized communication and resolution. #5: Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Increasing First-Call Resolution Rate . Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 5: Agent tone and communication style.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS).

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

GlowTouch

AUGUST 20, 2021

” In this partnership, the GlowTouch client achieved a ten-fold increase in per-contact sales, along with improvements in first-call resolution (FCR) and customer satisfaction (CSAT). The Excellence in Strategic Partnerships initiative highlights achievement in collaboration, innovation, and outcomes.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 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. Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. ANALYTICS COMPETITION WINNERS. GreenPath Financial Wellness – Winner.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Uniphore

DECEMBER 14, 2021

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

Customer Experience 264

Customer Experience Contact Center First Call Resolution Analysis 264