TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Playvox

APRIL 27, 2023

To elevate performance and agent engagement, regularly coach your CX team members on where they excel. That means not only better CX through every interaction but more opportunities for agents to upsell. That coaching and training is an essential step in getting to a seamless customer experience.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52