BlueOcean
AUGUST 9, 2021
Contact Center Data Analytics. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Other areas of customer experience data analytics are likely to continue growing in use and popularity in many contact centers.
COPC
MARCH 23, 2020
Beyond the obvious health issues and the impact on our global healthcare systems, this crisis has brought about an unprecedented challenge for the contact centre and BPO industry, with potentially millions of office-based employees needing to transition to a Work-At-Home environment. At COPC Inc.
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Serenova
AUGUST 23, 2019
In healthcare, it’s enrollment periods. The new, more cost-effective answer to the need for additional staff is work-from-home agents. Cloud-based contact centers not only provide flexibility to the agents and businesses, but also allow contact center supervisors greater efficiencies. For retail, it’s holiday shopping.
Callminer
JULY 23, 2019
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Leverage analytics to offer targeted agent training and coaching.
Callminer
OCTOBER 22, 2019
Predictive analytics, the ability to determine which customers are most likely to buy, for example, is becoming a powerful use case for AI in the call center industry. It can also be used to hold agents accountable for their performance and flag agents that might require additional training or correction.
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