COPC
NOVEMBER 5, 2021
These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.
TechSee
DECEMBER 12, 2017
To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.
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inmoment
SEPTEMBER 6, 2018
One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.
Natalie Petouhof
AUGUST 15, 2022
“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And they expect a “personalized service that feels unique to my needs.”
COPC
OCTOBER 13, 2021
This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.
8x8
JANUARY 3, 2018
Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Business Metrics Transparency for Better Customer Experience. In terms of the steps to take, again, there are different approaches.
8x8
JANUARY 3, 2018
Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Business Metrics Transparency for Better Customer Experience. In terms of the steps to take, again, there are different approaches.
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