NICE inContact
JUNE 22, 2021
The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic.
TechSee
DECEMBER 11, 2018
Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.
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TechSee
APRIL 3, 2018
Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula. The price of a high customer churn rate.
CX Accelerator
JULY 1, 2020
Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.
NobelBiz
FEBRUARY 17, 2023
As a result, some agents are looking for strategies to minimize their contact with unhappy clients. We refer to this as the “call avoidance” phenomena. However, call avoidance hurts call center performance, leads to a staggering number of complaints, reduces customer satisfaction, and brings in more angry consumers than before.
CX Accelerator
JULY 1, 2020
Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.
CX University
APRIL 29, 2024
Delivering exceptional customer experiences (CX) goes far beyond mere transactions. It requires a deep understanding of customer emotions and the ability to connect with them on a personal level. Empathetic CX agents can put themselves in the customer’s shoes, discerning their underlying emotions and responding accordingly.
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