NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. Data analytics can also be used in the hiring process.

Analytics 52

Analytics Call Center Big data Contact Center 52

Tethr

DECEMBER 7, 2020

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time. Targeted coaching intervention.

Coaching 72

Coaching Banking Customer effort Wireless 72

Tethr

MAY 22, 2019

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Wireless 68

Wireless Coaching Banking Accountability 68

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40