NICE inContact

DECEMBER 21, 2015

With the increase of remote employees and QM often being outsourced in the contact center, traditional calibration may not be ideal, so develop an approach that is best for your organization. Agent empowerment is the new norm within many contact centers. Calibrate across all Channels. Include your agents.

Multi-Channel 120

Multi-Channel Contact Center Guidelines Customer Centricity 120

NICE inContact

JUNE 25, 2019

Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. How to make it happen: While encouraging agents to be personalized, be sure to set some guidelines (not strictures) for brand voice. That’s a good thing.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

TechSee

APRIL 3, 2018

For years, solutions have focused on training customer service personnel, and adjusting company policies and guidelines, as proactive efforts to retain customers who are considering making a transition.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Kustomer

JULY 1, 2021

We work in call centers, the video game industry, we’re doing a fair amount now in the medical device field. So really, wherever we can apply that multi-disciplinary, multi-method look to try to get different ways of looking at problems. You’ve been in contact-. Gabe Larsen: (02:09). Gabe Larsen: (03:17).

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

SurveySensum

JANUARY 26, 2022

A boost in multi-channel service. Alteration in the operation of the contact center. A boost in multi-channel service. Gone are the days when companies target a single channel to keep in touch with their customers. Alteration in the operation of the contact center.

Trends 59

Trends Customer Experience Contact Center Multi-Channel 59

Magellan Solutions

MAY 6, 2021

This recent innovation can easily take-over tradition call guidelines as it centralizes all transactions into one channel. Developers of BPO software are taking hybrid call centers one step further by creating novel ways to encompass more than inbound and outbound calling communication. Cost-effective channel.

Omni-Channel 52

Omni-Channel Technology Call Center Social Media 52

NICE inContact

JULY 19, 2019

It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. Communication on these channels should be as personalized as possible — mirroring the customer in terms of tone, diction, and register.

Customer Service 150

Customer Service Contact Center Social Media Omni-Channel 150