CSM Magazine
SEPTEMBER 17, 2020
Exceptional customer service is the backbone of any good call centre. One of these technologies is the use of powerful voice analytics , a form of AI that helps to improve customer experience and help to alleviate pressure on agents and managers. What Is Voice Analytics? Increase Customer Retention. Reduce AHT.
CSM Magazine
FEBRUARY 6, 2019
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality.
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NobelBiz
FEBRUARY 22, 2023
Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle.
Talkdesk
JULY 31, 2017
This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Absolutely.
Talkdesk
JULY 31, 2017
This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Absolutely.
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