Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Contact Center Geek

MARCH 7, 2018

As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Mindtouch

AUGUST 21, 2019

Contact center leadership , such as the Director of Support or Contact Center Manager, responsible for leading and supporting agents, enabling agent productivity , and driving efficiency gains. Knowledge practitioners are often part of the procurement, deployment, and onboarding process for new knowledge management tools.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Companies such as Apple, Samsung, Google and GE are just a few examples of customer-centric business models.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Vistio

JANUARY 13, 2022

We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. There’s a lot of contact center folks in there. He’s been in so many contact centers and has seen this happen. What is the base of the network? Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52