Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CCNG

OCTOBER 19, 2022

(Econsultancy, 2018) 62% of CX leaders think that their organization needs to make major changes to the customer experience to meet their customer strategy. Customer Centricity Are you obsessed with your customers? Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

FEBRUARY 7, 2013

Non-customer-centric contact center software will impact your agents’ efficacy. Even the long-established leaders in the space have struggled to come up with in-built solutions to help contact centers mitigate long hold times. selfservice #chatbots #customerservice Click To Tweet. Really smart.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62