NobelBiz
FEBRUARY 14, 2023
Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable.
TechSee
JUNE 16, 2022
Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.
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BlueOcean
OCTOBER 7, 2021
At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk. Call Centers Go with the Flow.
Beyond Philosophy
JANUARY 12, 2022
Goebel also believes that without giving those objects a voice, we are missing out on a significant constituent in the business-to-customer relationship. IoT and Product Management for Experience Improvement. However, he also sees sweeping implications for contact centers. “
ijgolding
MARCH 20, 2018
Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. How did you become involved with customer experience? My fascination with customer experience started at the agency and grew from there.
Avaya
MAY 18, 2016
From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. Customer experience professionals love the omnichannel.
GetFeedback
JULY 19, 2019
This wonderful combination is what helps us really hear the Voice in Voice of the Customer. Storytelling: Your VoC program should tell the story of your customer. Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. And guess what?
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