Toister Performance Solutions

FEBRUARY 20, 2020

Forecast all channels Contact centers traditionally forecast phone volume, so staffing can be adjusted to meet the expected demand. But what about emails, chat sessions, or social media posts? As a young contact center manager, I learned the hard way that written communication must be monitored.

Social media contact 108

Social media contact Contact Center Scripts outsourcing 108

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 78

Feedback Consulting Consulting Enterprise 78

DMG Consulting

JULY 16, 2019

This includes branch/retail, back-office, website, social media, contact center (interactive voice response (IVR), intelligent virtual agent (IVA), web self-service, live agent, phone, email, chat, short message service (SMS), video, etc.) on customer behavior.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Serenova

OCTOBER 22, 2019

Survive the busy season by managing volume without sacrificing customer experience. To ensure customer experience doesn’t suffer, track contact center key performance indicators (KPIs) that provide a complete picture that maps back to your business goals. With a cloud solution, ramping up is more affordable. Predict Staffing Needs.

Contact Center 64

Contact Center Social media contact Average Handle Time Wait times 64

Outsource Consultants

JUNE 5, 2018

In order to get these reviews, companies need to ensure a solid customer journey and experience that creates happy customers who feel compelled to spread the good word about the brand through social media and other online outlets. 3 Ways Contact Centers Help Maintain Positive Brand Image. We can help!

Contact Center 52

Contact Center outsourcing Social media contact Advertising 52