NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. All-Star Acceleration – Experts Look at What’s Next for Contact Center Technology.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345