BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. FCR) and average handle time (AHT).

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges.

Omnichannel 18

Omnichannel Management Contact Center Average Handle Time 18