The Northridge Group

MARCH 28, 2022

Virtual side-by-side sessions – Experienced contact center front-line professionals conducted virtual side-by-side sessions with associates and supervisors as they performed their customer service responsibilities. The data was loaded, cleaned, transformed, and analyzed using SQL tables. Impactful Results.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

CSM Magazine

JULY 28, 2015

However, as the end consumer becomes increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer. In 2015, BPO needs to move beyond managing call center bodies.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Robert Davis

OCTOBER 12, 2017

Technology is changing the way we interact with customers at a fierce pace. Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. But what about your people?

Contact Center 48

Contact Center Technology Journey mapping Big data 48

Natalie Petouhof

FEBRUARY 22, 2016

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. This will advancing mobile self-service and engagement. Verint ® Systems Inc.

Customer Experience 40

Customer Experience Customer Service Self service Analytics 40

Dialer 360

SEPTEMBER 7, 2018

With the customer service industry is no exception, as technological advancement. Eventually, customer experience and business continue to discover the advantages of real-time automation. Top Five Trends Of Customer Service Automation. This is very important for your customer experience design and customer service.

Call Center 20

Call Center Interactive Voice Response Analytics Call flow 20