Spearline

MAY 8, 2019

And these log files are a genuine big-data environment, so the timing of a problem call is important. +/- a few minutes for the start of a call involves researching a large amount of data. Service levels and SLA’s were a constant challenge however. Conversations are more than the words.

Marketing 40

Marketing Engineering Technical Support Big data 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

Enghouse Interactive

JULY 10, 2018

The impact on service levels was evident, and both employees and customers suffered from the disparate phone system’s tendency to drop calls. The legacy call center system’s inability to integrate with Partner Colorado’s home-grown CRM system was as big of a problem as its limited functionality.

Self service 40

Self service CRM Contact Center Analytics 40

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Xaqt

JUNE 22, 2020

From frontline supervisors to executive leadership, reporting is the lifeblood of call center operations and the window into Customer Experience. or "Does Service Level include Calls abandoned?"). Accessing this data throughout the enterprise is often a challenge.

Call Center 52

Call Center Contact Center Analytics Engineering 52

Balto

SEPTEMBER 12, 2023

As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience). In reality, most financial services providers don’t consider CX an urgent priority.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Natalie Petouhof

APRIL 4, 2016

The new release introduces a series of enhancements and services to help digital businesses meet the growing demand for the ultimate measure of performance – the customer experience. We’re in the era of Digital Performance Management, and it requires a new mind set, with new solutions designed to deliver great user experiences.

Management 40

Management Analytics Consulting Consulting 40