Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Practice customer journey mapping to see where in their journey your customers are coming across friction. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40