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DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Click here for the complete infographic.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. As an added benefit, studies have found that this approach also reduces lost or abandoned calls, increasing the number of calls handled satisfactorily. ChatBots (a.k.a.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

CSM Magazine

OCTOBER 28, 2020

They used Calabrio Quality Management to train new agents virtually using the shadowing options within the tool. As a result, they had re-engaged employees who then delivered fantastic customer service and the overall Net Performer Score improved by 6% year-over-year. The ONE Awards Winners. The Optimizer – CentraCare.

Analytics 40

Analytics Abandon rate Education Employee engagement 40