NobelBiz
FEBRUARY 27, 2024
Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses.
Playvox
FEBRUARY 13, 2023
Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer?
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TechSee
SEPTEMBER 3, 2019
As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. Constant communication and collaboration between agents to address emerging customer experience issues delivers both better service and enhanced employee experience.
NobelBiz
SEPTEMBER 15, 2021
The remote call center was forced to fruition by the COVID-19 Pandemic and maybe we should all be grateful for it. Power looked at 124 customer service organizations spanning 13 industries in North America. For more on the topic of experience centers, we’ve prepared a 25-page eBook on why call centers are out!
Playvox
MARCH 19, 2024
AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. Likewise AI helps managers with capacity planning, forecasting, employee scheduling, and makes intraday planning easy, accurate, and far less time-consuming.
Playvox
JUNE 6, 2023
The benefits of implementing contact center software such as Playvox WFM are well established–improved customer experience (CX), increased agent productivity, gained efficiencies, and reduced costs. Invest in technology to bridge the gap between CX and EX (employee experience).
Playvox
MAY 2, 2023
But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.
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