NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Include your agents. Choose your calibration type.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. Make use of unified customer views and data collations to achieve this.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 16, 2017

Should Customer Service be a Sales Channel? View this document on the publisher’s website. There are many checks and balances in contact centers to ensure that renegade agents do not negatively impact customers or a company’s brand. In some cases, this may mean talking an angry customer “off a ledge.”

Sales 48

Sales Customer Service Contact Center CRM 48