Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. Download eBook. Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. more likely to ask a customer to repeat information on a call. The New Normal.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Interactions

FEBRUARY 25, 2021

So how can utility providers protect themselves and their customers during stressful outages? We’ve put together a list of the top 4 best practices to guide utilities companies for maintaining high levels of customer satisfaction during outages and unpredictable events. . Agent experience directly affects customer experience.

Best practices 62

Best practices Wait times Self service Contact Center 62

Interactions

APRIL 9, 2020

A Business Continuity Plan, or BCP, is a written procedure designed to keep business processes operating as smoothly as possible during unpredictable events. The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. First thing first.

Contact Center 71

Contact Center Virtual Agent Technology Enterprise 71

Quadient

JULY 25, 2022

Marketing Week: Why marketers are failing to target customers at key life events). Look for steps in the journey that are unnecessary and could be eliminated to simplify your customer’s experience. Determine the time that it takes a customer to complete each interaction. Identify unnecessary touchpoints.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

customer sure

NOVEMBER 20, 2018

Complaints are always the end-product of an unfortunate series of events: problems with product, service, processes or people. Although coming from the complaints department, the response seems unaware of the (potentially) serious risk to the customer relationship. Her free ebook, Find Out What Your Customers Really Think.

Customer centricity 76

Customer centricity Feedback Finance Customer effort 76

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ]. Thinking in Events.

Analytics 93

Analytics Government APIs Metrics 93

REVE Chat Blog

NOVEMBER 21, 2019

With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. In such scenarios, you can wisely use the live customer engagement tools like co-browsing, video and voice chat to deliver real time assistance to your customers. And an ebook can be one of the best free giveaways.

Best practices 77

Best practices B2B Sales Chatbots 77