BlueOcean

OCTOBER 10, 2016

No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!

Call Center 89

Call Center Virtual Call Center Contact Center Average Handle Time 89

Talkdesk

JUNE 18, 2020

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.

Industry 63

Industry Strategy Management Contact Center 63

Call Experts

SEPTEMBER 1, 2022

While simple IVR systems are great for basic customer service, sophisticated ones will leverage speech recognition and help companies improve their call flow and reduce wait times. Scalability can improve your customer service and employee engagement, which are all crucial factors for a successful business. .

System 52

System Call Center Call Flow Customer Retention 52