NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Effort Score (CES)? and allow the customer to select from these 7 options.

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Calabrio

MARCH 2, 2020

A programmable solution like Twilio Flex lets companies deliver exactly the customer experience they want, across any communication channel. Businesses can build customized contact centers that deliver a differentiated customer and agent user experience, and instantly change any aspect of those contact centers as often as they want.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Enghouse Interactive

JANUARY 24, 2019

In high-emotion, stressful situations such as these, airports and airlines experience spikes in calls and service volumes with customers clamouring for answers about the status of flights and want the most up-to-date information on the unfolding situation. Self-service options online can also be effective.

Airlines 40

Airlines Cloud contact Self service Interactive Voice Response 40

NICE inContact

MARCH 18, 2019

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. The key to delivering exceptional customer experience lies with an organization’s ability to be agile.

Airlines 59

Airlines Call Center Contact Center Marketing 59

NobelBiz

FEBRUARY 22, 2022

Integrated Omnichannel Contact Center technology VoIP can coordinate your entire organization by linking to other cloud-based technologies such as Cloud Contact Center Solution (CCaaS) in an omnichannel customer interaction environment. There’s a big difference between customer service and customer experience!

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

VocalCom

APRIL 9, 2018

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. Forrester reports that the modern customer—one who is typically digital-savvy and seeks purpose in everything he does—only cares to complete a survey if it’s engaging and easy to answer. Language should be clear and catchy.

Surveys 48

Surveys Contact center software Airlines Contact Center 48