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.
Fonolo
APRIL 16, 2019
In my opinion, the power of a call-back is highly underestimated. Unfortunately, call-backs are still a relatively rare call center experience. To me, it’s a sign that this company “gets it,” and that I am likely in for a great customer service experience.
Fonolo
FEBRUARY 7, 2013
A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. Non-customer-centric contact center software will impact your agents’ efficacy. Use call-backs and virtual queuing. Long Wait Times Result in Bad Press. More on that shortly.
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