TechSee

JUNE 16, 2022

His achievements speak for themselves, from driving return authorizations approvals to 24 hours from 30 days, to reducing Monthly Abandon Rate to 3% from 20-30%. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

NOVEMBER 17, 2020

The Voice Channel Strikes Back. For many years, it seemed like technology companies were waging war on the voice channel. Lockdown illustrated just how crucial the voice channel is in a digital world. Voice is still the dominant channel in the contact center and will remain so for many years. Omni-Channel Communications

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

MARCH 10, 2021

Apply call center training materials effectively. Develop a comprehensive call center training program. A training program. All of these can bring several benefits when incorporated into your agent training program. A good cloud phone system also offers dashboard analytics for assessing KPIs and metrics.

Call Center 62

Call Center Scripts call center software Best practices 62

Pointillist

FEBRUARY 19, 2018

In this post, I will lay out why artificial intelligence is a game changer in CX, take a look under the hood at how AI is applied to CX, and explore use cases for how leading edge companies are already reaping benefits from AI applications in customer experience. Data unification is a must for any type of behavioral analytics.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111