Sat.Feb 02, 2013 - Fri.Feb 08, 2013

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How to Eliminate Hold Time in Your Call Center

Fonolo

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app.

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How to turn telephone identity interrogations into better customer care

TRUSTID

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be.

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PSIM ROI: The Hidden ROI of better security

Customer Interactions

'When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial imp

Banking 46
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Agent Mentoring for Professional Growth

TASKE Technology

Last time , we talked about how to increase the visibility of your contact center across the organization as a whole. Essentially, this goal involves educating people who are external to your contact center about its day-to-day activities and how it contributes to the success of the organization. In the article “ Mentoring and e-Learning: Six Simple Rules for Education ”, Paxia Dwyer notes that “As in many other industries, the contact center provides the opportunity for education in two main wa

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.