Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Download Now.

Automotive 59

Automotive CRM Upselling Customer centricity 59

teleopti

AUGUST 23, 2019

Likewise, contact centres try to avoid anything that takes agents away from direct customer care, for example, extra coaching, team meetings, comfort breaks, helping other departments and system downtime. Download our eBook. 5 ways to strike the right balance with WFM.

Coaching 63

Coaching Morale Best practices Contact Center 63

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Feedback 80

Feedback Customer Care Scripts Customer Service 80

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

SmartKarrot

DECEMBER 2, 2020

Today, in this blog we will discuss about such remarkable women who have carved their own stamp in their respective areas of expertise. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. That’s a Wrap.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

aircall

NOVEMBER 21, 2022

Ambroise Prieur, Contact Center Administrator at SumUp. The role of sales and support teams is to delight customers and secure business, and yet many find that complex systems and fiddly tools detract from this focus and create inefficiencies. Jump right in with an easy-to-use interface.

CRM 62

CRM Wait times Consulting Consulting 62

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read about best practices for overcoming these barriers in our eBook.

Customer Experience 71

Customer Experience Contact Center Best practices Technology 71