NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center? 6) Agree. (7)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

VocalCom

APRIL 9, 2018

For example, many airlines are using this technology to help customers check in for flights more efficiently and notify them when there are schedule changes. Your company may keep customers updated about delivery times, order status, and even when their favorite products go on sale.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. In May of 2009, 8 years later, I remember working with one of the world’s largest consumer packaged goods companies and for the first time talking about adding social media support to the contact center.

Airlines 48

Airlines Customer Service Banking Contact center software 48

VocalCom

OCTOBER 22, 2018

Airlines might send information about upcoming flights and offer early check-in. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Banks may also send monthly reminders about payments.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

VocalCom

APRIL 16, 2018

An airline, for example, might send out a survey that inquires about different points along the customer’s travel journey. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Surveys 48

Surveys Contact center software Airlines Feedback 48

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Contact centers and customer service strategies can’t shift fast enough to keep pace with the rest of the world.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

NobelBiz

FEBRUARY 22, 2022

A VoIP (Voice over Internet Protocol) phone system is an Internet-based phone system that allows businesses and contact centers to make voice calls. They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone. And what features should it have?

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

SharpenCX

APRIL 8, 2020

Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. 13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Learn how to collect and apply data to your CX strategies. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

JANUARY 14, 2020

Internet and cable providers and airlines top my list. Ready to dive in on some of these key call center improvements? Get 29 tactics to implement in your contact center for better coaching and training to improve customer satisfaction. Think through what industries are known for delivering subpar service.

Call Center 76

Call Center Customer Service Morale Finance 76