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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

About: This is a two-for-one deal from cloud call center vendor Five9. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Compare, for example with State of Customer Care report we covered here. Who wrote it: Five9.

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4 Insightful Contact Reports You Should Be Reading

Fonolo

About: This is a two-for-one deal from cloud call center vendor Five9. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Compare, for example with State of Customer Care report we covered here. Who wrote it: Five9.

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22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

Callminer

CallMiner Eureka Coach , for instance, provides automated performance scoring to make it easy for managers to identify coaching moments, and issues alerts to provide guidance to agents with annotated call examples. For example, say something like, “I will definitely help you with renewal,” not “We will look into that.”.