Outsource Consultants
SEPTEMBER 14, 2021
It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. Higher customer satisfaction and higher agent morale. Tip the Scales with Technology.
CX Global Media
JULY 10, 2019
The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
USAN
MAY 3, 2022
When contact center agents are engaged, they can better help and satisfy customers. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The problem, though, is that many contact centers don’t consider technologies from the agent perspective.
Call Center Weekly
SEPTEMBER 6, 2017
The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. I challenge you to put this rule into practice in your contact center.
pindrop
AUGUST 16, 2021
Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. The 2021 Caller Authentication Guide for Contact Centers. WEBINAR: Caller Authentication 101. Not every transaction is created equal. Read More ».
Aspect
MAY 15, 2018
It’s in the autopilot features of commercial airlines that do most of the work in guiding a aircraft from one location to another. Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.
Cisco - Contact Center
MARCH 21, 2019
Your airline app sends you a notification message, an email, a phone call, and a text. “Hi The airline knows who you are, they know your situation, they know when it’s your birthday, they know about the cancelled flight, and they know your preferred connecting cities based on past flights. Would you like that?” You select Yes.
Expert insights. Personalized for you.
125 
Let's personalize your content