What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience…
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Transforming customer experiences
For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments,…
The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated call center software vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and…
Do you remember the 2016 class action suit against Tesla? The plaintiffs disputed the autonomous car manufacturer’s decision to not use automatic breaking system when a human driver is pressing the accelerator pedal onto a concrete wall.
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel call center software – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Omnichannel interactions became a goal of companies when it became clear that customers wanted the ability to use multiple…
Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call center with call center software?…
When it’s time to upgrade your contact center software to be cloud-based, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been…