NICE inContact
OCTOBER 3, 2017
Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. That’s a lot of issues!
NICE inContact
OCTOBER 3, 2017
Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. That’s a lot of issues!
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Noble Systems
JANUARY 29, 2019
Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data. Power 2018 Insurance Digital Experience Study. Why is this important? Contact center leaders must adapt to current day realities.
Noble Systems
JANUARY 29, 2019
Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data. Power 2018 Insurance Digital Experience Study. Why is this important? Contact center leaders must adapt to current day realities.
Balto
DECEMBER 16, 2022
Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. Agent Experience. More Self-Service Options.
Fonolo
MAY 30, 2023
Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. When scheduling is optimized, it’s much easier to consistently meet service levels.
3CLogic
JANUARY 5, 2022
According to CCW’s November Market Study , only 12% of contact centers believe they’ll ever go back to an on-site model. Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.
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