3CLogic

MARCH 25, 2022

When a customer dials up a contact center for support, it’s easy for them to assume the agent on the other end is doing little more than placing them on hold or routing them to someone else. 5 Concrete Ways CTI Benefits Your Contact Center. 5 Concrete Ways CTI Benefits Your Contact Center.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Self service Contact Center 117

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Performance Reporting Real-time performance reporting equips management with instant updates on various KPIs.

Call Center 52

Call Center Coaching Contact Center Metrics 52

aircall

JULY 6, 2022

To help you craft a seamless CX journey from start to finish, we’re taking a look at how to unlock the benefits of customer experience analytics , what this means for your contact center , and how you can upgrade it to deliver delightful experiences from every interaction. What Is Customer Experience Analytics?

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty. Another convenient self-service option is the knowledge base.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Global Response

JANUARY 31, 2023

Expectations from customers are high— 73% of customers expect businesses to understand what they want and need. As a result, companies must focus on creating a customer service process that is customer-centric and always directs back to the needs and desires of the customer.

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

OctopusTech

JULY 25, 2022

Many organizations these days look for a customer-centric strategy to provide a digital user experience by hiring the right customer service outsourcing team. Good customer service means more client satisfaction and higher customer retention.

Interactive Voice Response 62

Interactive Voice Response Wait times Average Handle Time Call Center 62

Pointillist

JANUARY 25, 2019

Both are used in contact centers, so you must choose the right approach that works for your team and make sure everyone understands your FCR parameters. Net Promoter Score (NPS) Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75