Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
Hodusoft
MAY 2, 2021
In order to survive in today’s customer-centric business world, it has become essential for today’s businesses to provide a satisfactory experience to their customers. No matter what industry it is, the business must invest in making efforts to delight its customers. Like various other industries, the transportation industry must also adopt a customer-centric approach to gain a competitive advantage in today’s information-based global business environment.
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DMG Consulting
MAY 2, 2021
The Argument for Contact Center Digital Transformation. Contact centers are finally going digital, galvanized by a fast-moving pandemic. This does not mean that they are going to shut down their voice channels, as many have made major investments in building them, and they are still receiving lots of calls. But the digital opportunity is beckoning. Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat,
NICE inContact
MAY 2, 2021
There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience.
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Expivia
MAY 2, 2021
Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? We’re not going to speculate on the fate of humanity vs.
DMG Consulting
MAY 2, 2021
Question: What is the difference between a named and a concurrent contact center seat license? Answer: A concurrent seat license can be used by anyone within an organization without assigning it to a specific individual. This means that the same concurrent license can be used by any number of individuals, as long as they are not signed on at the same time.
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