Remove Average Handle Time Remove Call Center Remove Customer Success Remove Omni-Channel
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3 Keys to a Successful Call Center

ViiBE Blog

There are several ways a company can enhance its operations to create a successful call center. Today, omnichannel communication possibilities make customer support increasingly complex. Yet, 66% of customers report that they resolve their customer support issues over the phone. Introduction.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

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? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

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Customer Service Call Centers

NobelBiz

Customer service is the backbone of any successful call center. It’s the first point of contact between a business and its customers, making it a critical component in shaping the customer experience. What is a Customer Service Call Center?

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Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

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Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

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Improving call center metrics with knowledge management

eGain Blogs

The importance of knowledge management in the call center is growing. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.”