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Twelve Latest Contact Center Technology Trends That You Should Be Aware Of
…in the current environment. People have preferences, and most contact center platforms come with social integration. You will have to look at social as a channel and have people address…
Read moreEngaging and Empowering Banking Contact Center Agents
…customer experience metrics like CSAT and NPS scores are very relevant in measuring the performance of complex queries. Often, contact centers route the complex calls to the respective functional teams…
Read moreThe Cost of Customer Experience in the Travel Industry
…tickets against the voucher. During this ordeal, I tried reaching the card company and checking with them on their claims about the complimentary voucher. I was told that I should…
Read moreMobile First Customer Experience – It Is Here to Stay!
I have been with my mobile service provider since 2008. I have five connections under the same plan. I receive my bill on the 6th of every month as an…
Read moreWhy a Bad-Fit Customer Is Not Good for Your Business, Employees, and Customers?
I have a friend who is in the business of restoring heritage homes. He has restored more than 100 homes to date and ensures its upkeep and maintenance. He believes…
Read moreWhat Is Customer Segmentation, and Why Is It Essential for Your Business?
…throw suggestions around those filters besides looking at what people with similar interests bought. Do you know that Amazon’s product recommendation engine contributes more than 30% of the e-commerce giant’s…
Read moreIs There a Need for Better Technology and Systems to Support Frontline Employees?
…use voice analytics to understand training issues – quality, compliance, misselling, inappropriate language, and complex queries. Once you have these in place, your training goes into autopilot mode, helping improve…
Read moreCustomer Experience Management (CXM) – What Is It, and Why Does It Matter?
Customer experience is how customers perceive their interactions with your company. It can be all customer interactions with your organization – advertising, promotions, website, packaging, product, service, features, ease-of-use, reliability,…
Read moreCall Transfer vs. Call Forwarding – What Are the Differences?
Call transfer and call forwarding are important features of any call center environment. While they sound similar, there are distinct differences between both of them. Let me explain them with…
Read moreWhat Is a Contact Center as a Service (CCaaS)?
…to omnichannel customer interactions. This would allow you to get one view of your customers across all channels. A central hosted point from which all inbound and outbound customer interactions…
Read moreWho Owns the Customer Experience in Your Organization?
…was accountable for it. I was told that I could plan from scratch. So, I came up with a plan and a plan for the team I needed to accomplish…
Read moreWhat Should You Do to Elevate Customer Experience?
…changes. For instance, when implementing our cloud contact center platforms, we understood that the customers were not happy paying for their customizations. So, what did we do? We threw all…
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