CCNG

OCTOBER 19, 2022

(Econsultancy, 2018) 62% of CX leaders think that their organization needs to make major changes to the customer experience to meet their customer strategy. Customer Centricity Are you obsessed with your customers? NICE inContact, 2018) Contact center performance drives both loyalty and churn.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Ansafone

JUNE 14, 2022

With 50 years of call center experience, we have become one of the leading call center companies in the world. Our customer-centric approach allows us to be an extended partner. Whether you’re an ally or a member of this empowered community, diversity amongst us all is truly something to celebrate.

Contact Center 62

Contact Center Morale Call Center Customer centricity 62

Skybridge

MARCH 9, 2021

For most, this will lead to some serious decisions about what it will take to win back lost customers, win over new ones, and retain them all. In the first part of this series, we explored three ways to innovate the customer experience. 2) Engage cross-functional teams to design and deliver the customer-centric vision .

Customer centricity 52

Customer centricity Contact Center Call center experience Consulting 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

APRIL 16, 2019

In my opinion, the power of a call-back is highly underestimated. Unfortunately, call-backs are still a relatively rare call center experience. To me, it’s a sign that this company “gets it,” and that I am likely in for a great customer service experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

TRUSTID

JANUARY 22, 2018

Just how important is your contact center to your brand identity? In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior.

Contact Center 50

Contact Center Banking Customer centricity Call Center 50

Fonolo

FEBRUARY 7, 2013

Non-customer-centric contact center software will impact your agents’ efficacy. Even the long-established leaders in the space have struggled to come up with in-built solutions to help contact centers mitigate long hold times. Read the FREE whitepaper: How a Call Center Eliminated 400,000 Minutes of Hold Time.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62