Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch a video description of this post. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.

Technology 63

Technology Average Handle Time Surveys Metrics 63

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Call Journey

APRIL 28, 2019

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. QPC’s twenty-year experience of being at the forefront of contact center innovations and Call Journey’s market-leading conversation analytics technology will enable organizations to transform agent-customer interactions, drive customer satisfaction, and strengthen risk and compliance frameworks.

Contact Center 40

Contact Center Analytics Engineering contact center solutions 40

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