TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?
CSM Magazine
JANUARY 31, 2018
Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. About the Author.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pointillist
SEPTEMBER 28, 2021
The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.
TechSee
FEBRUARY 23, 2021
3G sunsetting is a significant step in the evolution of wireless communication. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S
TechSee
APRIL 10, 2019
Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. It has also implemented customer-focused programs where staff support subscribers throughout their order journey, reducing complexity and improving overall communication.
Oracle
JULY 14, 2020
A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal. It also enables 2-way communication between the shopper and the business to fine tune the contactless curbside experience. The consumer holds a payment device (e.g.
TechSee
JANUARY 7, 2020
When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.
Expert insights. Personalized for you.
117 
Let's personalize your content