identify-and-utilize-subject-matter-experts-at-work Blog Related Topics 
Upstream Works
NOVEMBER 30, 2022
As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Intelligent Contact Routing to Subject Matter Experts. In the early stages of the pandemic, business conditions became very fluid.
ChurnZero
OCTOBER 22, 2021
If you work for a SaaS business, you know word-of-mouth marketing is everything. You’ll need to build structure around how you identify, develop, and incentivize your advocates, as well as set internal expectations and processes. Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. Megan Macaluso , Sr.
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Lumoa
FEBRUARY 9, 2023
Both groups of technologies can be utilized to make analytics more actionable. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. At the same time, it is also what most companies are missing. Listen to your customers.
Callminer
APRIL 23, 2019
Eureka Redact is triggered when the system identifies sensitive data (such as credit card numbers), and then replaces that data with the word “redacted” in text transcripts and a silence block in audio calls. PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.
Lumoa
JANUARY 3, 2023
Carlos Del Corral is an expert on crafting quality surveys. With a track record of working at tech giants like Microsoft and Nokia, he offers top-notch advice to boost response rates while generating deeper insights from survey responses. So grab a pen (or electronic notepad) and let’s dive into the world of survey design! .
ProProfs Blog
APRIL 15, 2020
We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. In fact, this session was an eye-opener and helped us identify the real challenges. Take special care of your subject line.
Etech GS
MARCH 1, 2019
Utilization of resources — For example proper use of agent time. Utilization of resources — For example proper use of agent time. Improved business working relationship between the call center and clients. This phase identifies problem areas and growth opportunities. Increased agent productivity. What to do?
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