Fonolo
MAY 31, 2018
That being said, we have a cautionary note about speed: While desired, it will not make up for emotionless customer service; in fact, empathy is weighted above speed when it comes to overall customer satisfaction. As mentioned earlier, social media holds brands more accountable for poor service.)
TechSee
DECEMBER 12, 2017
According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014. Read “ Visual Omnichannel: A Revolutionary Customer Experience ,” a new White Paper that offers an in-depth discussion about the omnichannel challenges faced by contact centers with varying levels of data integration.
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Monet Software
JANUARY 6, 2020
Plan for too few and service levels degrade as agents become overwhelmed. If an agent becomes ill and must leave halfway through the shift, program leaders can adjust assignments to minimize the impact on service levels. . These are essential tasks. It’s all a matter of call center metrics. Download it today.
Comm100
FEBRUARY 19, 2020
While it may be tricky to quantify anger, your team can define SLAs (service level agreements) that will help your company know when to grant VIP status. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Monet Software
FEBRUARY 13, 2020
With a WFM solution, responsive scheduling and service-level achievement can combine with ease. One moment you’re obsessing about workforce engagement, an hour later about service levels. Before we get too down on spreadsheets, let’s acknowledge that they are ideal for many purposes, as accountants will attest.
Comm100
FEBRUARY 19, 2020
While it may be tricky to quantify anger, your team can define SLAs (service level agreements) that will help your company know when to grant VIP status. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’
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