Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Maru Group

JUNE 11, 2019

Step 1: Strategically Define and Capture Customer Data. You need to make your big data smaller. For example, a tech company’s cost to serve “Cautious Customers” may involve different factors from the cost to serve “Tech Enthusiasts,” and it should be incorporated as such. How do you know you have the right metrics?

Metrics 40

Metrics Big data Feedback Call center experience 40

Maru Group

JUNE 11, 2019

Step 1: Strategically Define and Capture Customer Data. You need to make your big data smaller. For example, a tech company’s cost to serve “Cautious Customers” may involve different factors from the cost to serve “Tech Enthusiasts,” and it should be incorporated as such. How do you know you have the right metrics?

Metrics 40

Metrics Big data Feedback Call center experience 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56