NobelBiz
AUGUST 11, 2022
In this article, find out: How Cloud-Based Contact Center Solutions – CCaaS increase flexibility and agent productivity? Why CCaaS flexibility is so important for call centers? CCaaS solutions have grown in popularity in recent years for various reasons.
Expivia
AUGUST 18, 2021
In an omnichannel contact center, agents can talk to and service their customers through phone, email, webchat, and social media all at the same time. . Why Have an Omnichannel Contact Center? Most omnichannel contact center platforms have integration capabilities (either with built-in processes or APIs).
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Enghouse Interactive
OCTOBER 21, 2020
Ensure consistency of response, investigate First Call Resolution (FCR) and Average Hold Time (AHT) variations between agents. Treat Automation like a member of your staff with assigned KPIs, reviews and ongoing re-training.
Talkdesk
JANUARY 12, 2018
You need a next-generation solution that incorporates context from a customer’s other interactions. Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: 2: Agents who have an end-to-end view of the customer journey.
Talkdesk
JANUARY 12, 2018
You need a next-generation solution that incorporates context from a customer’s other interactions. Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: 2: Agents who have an end-to-end view of the customer journey.
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