Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). appeared first on MindTouch Blog. Download the free ebook. The post What is Knowledge Management?

Management 88

Management Self service Chief Customer Officer Chatbots 88

Vistio

JANUARY 13, 2022

Things like average handle time and, and volume per hour, those things, they can tell a story, but I mean, it almost feels like what we try to do as contact center professionals with those metrics is just make our agents handle calls faster. She got me started with “Chief Customer Officer 2.0”.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

Things like average handle time and, and volume per hour, those things, they can tell a story, but I mean, it almost feels like what we try to do as contact center professionals with those metrics is just make our agents handle calls faster. She got me started with “Chief Customer Officer 2.0”.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52