CCNG
JANUARY 29, 2025
Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Feedback Loops for Continuous Improvement: Missing details? Whats the Confusion? Lets clear it up.
ShepHyken
MARCH 6, 2023
Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX. Why is customer feedback important? How can customer feedback be used to improve service? New technology will not replace the human-to-human relationship. What is customer-led growth?
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Call Center Weekly
MAY 1, 2019
Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? This article explores the contribution of contact centers towards the end of an organization's customer experience journey. Proactive Engagement Today's contact center mission is painfully reactive.
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current and potential clients are the ones who have the most real effect.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
ShepHyken
FEBRUARY 8, 2019
This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold! First, obtain employee feedback through a company-wide survey.
CX Global Media
FEBRUARY 28, 2019
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Al, how do you help folks get over the hump?
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
Advertiser: Symtrain
Survey results reveal a significant shift from a minority to a majority of contact center staff moved to remote work. The shift to everything online demands hiring more contact center talent and fast. The rush to deploy technology addresses only half the training equation.
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