NICE inContact

OCTOBER 17, 2019

Call recording? Taking time to go through this audit of your existing environment will also almost certainly uncover areas where there is little or no ROI. . Driving measurable improvements to your contact center through digital channels is an exceptional measure in reshaping the way your contact center operates.

Contact Center 48

Contact Center Return on Investment E-support Government 48

Magellan Solutions

JULY 15, 2021

The client was able to generate significant appointments leading to a superior return of investments (ROI) in sales. Over the course of the marketing campaign, the call center company made more than 200 appointments to B2B customers. They helped the organization listen to call recordings. Challenges.

Call Center 40

Call Center B2B Sales Retail 40

Pointillist

NOVEMBER 11, 2019

Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” The reason? Customer behaviors vary across different channels.

Call Center 74

Call Center Metrics Multi-Channel Banking 74

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback.

Customer Service 59

Customer Service Contact Center NPS Financial 59

Grade.us

MAY 28, 2019

Their marketing platform enables marketers to collect, organize, measure and improve marketing performance. PhoneWagon claims to be the #1 Top Rated Call Tracking Software. Zoom is a sophisticated conferencing platform that's designed to handle conference calls, meetings, rooms and webinars. GotoMeeting/Webinar.

2019 37

2019 Marketing Social Media Advertising 37