Playvox
JANUARY 11, 2024
Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.
NICE inContact
OCTOBER 11, 2019
An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.
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NobelBiz
SEPTEMBER 15, 2021
Numbers Speak: All Digital Channels Are Going Up! The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. It’s been decades since the idea began being floated in the contact center space. And now it’s here. The flash poll by J.D. Pretty compelling?
Clarabridge
OCTOBER 25, 2016
Your call center, social media, marketing, sales, and product teams will all have feedback that will complement your surveys for a more complete view of the customer experience. Ask open-ended questions and use text analytics to examine the results. You’ll get information about whole categories you never thought to ask about.
NICE inContact
SEPTEMBER 25, 2019
Through our analysis, we discovered that those who have their contact center in the cloud report 18% higher customer satisfaction than businesses that have their call center technology on premises. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.
NICE inContact
OCTOBER 2, 2019
Those organizations that offer a seamless omnichannel experience will be a step ahead in satisfying and retaining their customers (we’ll talk more about seamless omnichannel in my next blog – teaser: customers expect it, business are still behind). Interested in learning more?
Inbenta
MARCH 30, 2021
These are: remote customer service, AI-enhanced customer interactions, omnichannel and seamless customer communication, hyper-personalization, and an increased focus on data security and privacy. Finally, businesses must be able prepared to deliver their services on several channels.
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