teleopti

SEPTEMBER 18, 2019

Building an organization that is fuelled by customer service makes sound business sense. Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy. Move away from reactive cost-saving to proactive profit-making.

Management 57

Management Customer advocacy Employee engagement Self service 57

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.”

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

Contact Center Pipeline

MAY 18, 2017

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124