VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Which Topics Are Most Important for Your Customer Service Department in 2017? Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Call whispering – Allows an individual to listen in on calls and whisper a few words of advice without the caller hearing them. Respond to calls right away.

Call Center 126

Call Center Best practices call center software CRM 126

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – Thomas Dichter, Call Centers Return To The U.S. Call center turnover may be trending down overall.

Call Center 207

Call Center outsourcing Contact Center Finance 207

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Contact centers and customer service strategies can’t shift fast enough to keep pace with the rest of the world.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

HGS

SEPTEMBER 6, 2017

This change has been so seismic that many healthcare leaders are looking to other industries—such as banking and retail—to uncover best practices that can be adapted to the healthcare setting. Wed, 09/06/2017 - 12:52. All of those measures are important, of course. Contact Center. Healthcare. LEAVE A COMMENT.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113