InMoment XI
AUGUST 3, 2023
Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Moreover, the sheer volume of unstructured data can overwhelm traditional data storage and processing systems, making it difficult to handle and manage.
ShepHyken
NOVEMBER 14, 2022
Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. It was fairly one-dimensional, easily addressed with physical phone banks and basic staff management processes. The same was even true with the introduction of email as a channel.
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SaleMove
MAY 14, 2021
In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.
Quadient
MAY 23, 2022
Wrap-up consists of the activities required to consummate the previous call and prepare for the next one. Quadient is a global leader in the document management industry. Click here to learn more about customer communications software and how it can help improve call center efficiency and bring your communications into the CX era.
Bold360
DECEMBER 4, 2016
So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. Plan ahead of time.
Talkdesk
DECEMBER 10, 2020
Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. the investment, resources and change management) of executing this project. Think about the benefits (e.g., cost savings, improved operational efficiency and scalability) and the requirements (e.g.,
Talkdesk
MAY 22, 2020
I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space.
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