ShepHyken
OCTOBER 11, 2021
4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. What customers don’t want any or all of that?
Outsource Consultants
SEPTEMBER 14, 2021
And one of the most promising CX developments is the growing tech landscape that makes it easier to mitigate the impact of high call volumes and unexpected spikes that are looming in Q4. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Let me help?”.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.
Uniphore
JUNE 17, 2021
Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. How to Train and Onboard Agents in 2021.
ViiBE Blog
AUGUST 9, 2021
What is the key to success in a call center? Call Center , Customer experience. August 9, 2021. Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers.
3CLogic
SEPTEMBER 24, 2021
A recent ICMI survey reveals that 55% of contact centers saw an increase in customer interactions from 2020 to 2021, along with an increase in contact complexity. These channels allow agents to connect with customers on a deeper level and address issues that are too complex to resolve via self-service solutions.
Uniphore
JANUARY 21, 2022
Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?
Expert insights. Personalized for you.
183 
Let's personalize your content