Spearline
NOVEMBER 2, 2021
Imagine having frequent-flyer membership of an airline and calling their premium club line only to be met with poor audio quality. What impact would that have on your customer experience? And how could poor audio quality be affecting your contact center? Customer experience It’s important to get the basics right.
Interactions
MARCH 19, 2020
Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . Amidst this chaos with emotions running high, customers still expect these brands to show empathy and offer fast, efficient, and effective solutions. Reduce employee effort. Event managers are canceling and postponing events.
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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. Customer Effort Score (CES).
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. Customer Effort Score (CES).
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. What is Customer Effort Score (CES)? 2) Disagree. (3) 3) Somewhat Disagree. (4)
VocalCom
FEBRUARY 5, 2018
Indeed, many of the customer service scandals that have occurred recently have been due to companies withholding information or failing to show empathy for customers. For example, Apple customers expressed outrage over the company’s admission that old phones were being slowed down deliberately. Convenience.
Noble Systems
JULY 15, 2019
Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. Jim decides to log onto the airline’s website to search for a new flight.
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