2020, Call center experience and Multichannel

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

VocalCom

JUNE 16, 2020

A positive experience makes a real difference to the bottom line. Finally, what our turbulent times have shown as we speed up digitalization is that we must not lose the people element.

Contact Center

Contact Center Cloud contact contact center solutions Call center experience

How to Eliminate Hold Time in Your Call Center

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. This is a major challenge for contact centers in 2020.

Call Center

Call Center Interactive Voice Response Abandon rate Wait times

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

JUNE 22, 2020

As brand ambassadors, happy and empowered agent will make a real impact on the bottom line: happy employees are 31% more productive (Harvard/MIT study), while 90% of consumers are likely to stay loyal after a positive call center experience ( 2020 CallMiner Churn Index ).

Brand ambassadors

Brand ambassadors Contact Center contact center workforce contact center solutions

Customer Contact Central

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

How to Eliminate Hold Time in Your Call Center

The Work-from-Home Revolution & the Engagement Challenge

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