It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.
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Transforming customer experiences
With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NiCE’s CXone cloud contact center platform—and it’s never looked…
How does the call center know that it provides high-quality services? It’s tempting to believe your team is operating at peak performance and delivering exceptional service, but is there a way to measure it? Better still, is there a way to prove the level of quality your teams deliver?
The original version of this blog, excluding NiCE references, was initially published in Lydia de la Torre’s Medium Blog. The version below has been extensively edited. The original version can be accessible here.
When 15-year-old Cori “Coco” Gauff beat Venus Williams in the 2019 Wimbledon, she didn’t just become the youngest player to win in 28 years. She also beat a tennis star she had idolized her whole life.
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The original version of this blog, excluding NiCE references, was initially published in Lydia de la Torre’s Medium Blog. The version below has been extensively edited. The original version can be accessible here