Contact Center Customer Care Customer Service Representative 
Bill Quiseng
MAY 29, 2024
For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution. We pay for our experience, not your product or service.
Hello Customer
MAY 19, 2021
Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve.
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NICE inContact
OCTOBER 3, 2016
In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.
eglobalis
OCTOBER 21, 2024
Offering a solution along with an apology demonstrates both empathy and capability, solidifying customer trust and showing that the company is serious about resolving the issue. Balancing Efficiency with Customer Care For large companies, managing social media complaints can become a resource-heavy task.
Playvox
JULY 18, 2022
Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. What Causes Contact Center Agent Attrition?
ShepHyken
DECEMBER 10, 2019
Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.
TechSee
FEBRUARY 20, 2018
Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Improving the customer experience is an ongoing process.
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