CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Fonolo

DECEMBER 6, 2017

The ACSI also reports that call center satisfaction is the lowest ranked customer experience benchmark across the telecommunications industry. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Are you surprised by this year’s results?

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Who wrote it: NICE-InContact.

Contact Center 99

Contact Center Call Center Self service Surveys 99