ShepHyken
JUNE 28, 2019
In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Dimension Data research says that 56 percent of businesses expect transactions via telephone to fall over the next two years. Fewer phone calls, but more complex conversations.
CCNG
NOVEMBER 29, 2023
There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, unlike CSAT, NPS isn’t a real-time metric.
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ShepHyken
FEBRUARY 8, 2019
However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. however, collecting data is not enough. That element is employee feedback. Employee Feedback – Pure Gold! They Know Your Customers.
BlueOcean
APRIL 24, 2024
Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.
NobelBiz
APRIL 2, 2024
At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.
ShepHyken
APRIL 13, 2018
These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. And finally, once the data is gathered, who’s going to have access to it, and what will they be encouraged to do with it?
Callminer
NOVEMBER 14, 2018
Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.
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