Fonolo
NOVEMBER 29, 2023
Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. Let’s go!
ShepHyken
JUNE 28, 2019
Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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. But luckily, there’s still time for you to get prepared for Q4 — before it’s too late.
Aspect
JUNE 4, 2020
To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.
Babelforce
FEBRUARY 4, 2021
And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. In this post: The business benefits of self-service options Do consumers want self-service options? What are the best self-service channels? And happy customers stay put! #2
Aspect
JUNE 29, 2017
When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. The bad news?
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.
87 
Let's personalize your content