11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. Customers appreciate: Faster, personalized customer support.

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

This comes from this 2005 report from Bain, so it's a little out of date. This includes searching for product information online, using a company's app, or searching for technical support information on a website. On the bright side, it has improved since 2005!

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Being able to monitor calls and have the instant support of other more seasoned agents give newer agents a sense of security and confidence.

Evolution of the support rep: from outsourced to in-office

Kayako

The customer support rep role has travelled the world and back. I’ll give you some tips to help you decide whether you can afford to outsource, or whether you should invest the time in building your own in-house support team. Conclusion: The benefits of in-house support.