NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal. 2) Be responsive.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Fonolo

JANUARY 12, 2023

With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. . AI is Providing Next-Level Analytics .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

CSM Magazine

SEPTEMBER 17, 2020

Software is one of the most important investments for call centres, without the right implementation of modern technology, call centres can swiftly see standards slip in comparison to their competition. Before looking into the benefits of voice analytics, it’s important to understand exactly what this piece of technology is.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

VocalCom

AUGUST 26, 2019

Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Callminer

AUGUST 6, 2019

Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later. While this technology has proven popular with consumers, it’s still not a standard offering in call center systems.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. NONE of these metrics instils a ‘customer experience’ mind-set.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52