Interactions
APRIL 16, 2024
A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.
Fonolo
MARCH 16, 2023
But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.
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Skybridge
FEBRUARY 6, 2023
Thanks to the strange, mixed messages our economy keeps sending, many businesses find themselves juggling the dueling concerns of sustained talent shortages and lingering worries of a 2023 recession. If you find yourself in that camp, I’d like to offer a few words of caution: Be careful how you define cost. Customers feel it.
Hodusoft
MAY 24, 2023
The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. From its inception in the 1970s to 2023, call center software has come a long way. Let’s take a look at some of the emerging trends and predictions for call center software in 2023.
Skybridge
AUGUST 24, 2023
“Outsourcing helps companies maintain service levels and provide a consistent customer experience across all channels and hours of operation.” Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? We would love to talk!
Horizon CX
JUNE 27, 2023
Imagine a scenario where a company’s marketing campaigns project an image of exceptional quality and superior customer care. However, when customers interact with the company’s representatives or use their products or services, the experience falls short of the promised brand perception.
CCNG
OCTOBER 19, 2022
Unhappy Customers Learn how promoters differ from detractors 86% of consumers will pay more for a better customer experience. Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. over the last two years, 2.4 IDC, 2022).
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