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Lumoa
FEBRUARY 16, 2023
You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template. Ready to dive in?
Avaya
JULY 15, 2019
According to Deloitte, only 9% of large contact centers effectively use desktop analytics and 61% struggle with integrating systems. According to Regalix, 67% of agents use 3-5 different applications during one customer interaction (something that can cost a typical contact center up to $1.57 In fact, the No. Sentiment Analysis.
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NICE inContact
MAY 12, 2017
2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center themes this year?
Pointillist
APRIL 26, 2018
As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today. Is that too much to ask for?
3CLogic
JANUARY 24, 2024
As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Is there any truth to such an opinion?
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Is there any truth to such an opinion?
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