CCNG
JANUARY 4, 2023
In this white paper we focus on the information made available to contact center agents. This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over come. How can this be done?
Fonolo
APRIL 24, 2018
When it comes to customer service, the expectations keeps rising. Our favorite chart: Customer Experience Transformation Benchmark Study. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service?
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Fonolo
SEPTEMBER 6, 2018
to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. White Paper: The Secret Sauce for Increasing Customer Happiness. What’s Inside: Tracking Customer Engagement.
Fonolo
APRIL 24, 2018
When it comes to customer service, the expectation keeps rising. Our favorite chart: Customer Experience Transformation Benchmark Study. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service?
NICE inContact
NOVEMBER 9, 2018
Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow. Only about a third of consumers are happy with their last interaction.
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