GlowTouch

SEPTEMBER 22, 2020

Finding good people is a major task for BPOs, particularly in manning contact centers, and a focused effort requires more than reviewing resumes and conducting interviews. for three things: Can the person do the job: this is basic competence and that’s your only metric, you’ll always find people. The search is. About GlowTouch.

Contact Center 52

Contact Center Return on Investment Omni-Channel Sales 52

GlowTouch

NOVEMBER 6, 2020

The past as prologue: last year’s data should provide a baseline for this year – what were the most common issues, what channels were most often used, what dayparts saw peak demand, and how did performance measure up to metrics? As a contact center outsourcing provider, our mindset is one of ensuring outcomes. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

JULY 13, 2020

A system of metrics to help managers identify high-performing agents, whom they could then “up-skill” to handle a wider variety of support tickets, as well as agents that need additional coaching for their current role. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world.

First Call Resolution 52

First Call Resolution Analysis Return on Investment Social Media 52

GlowTouch

JULY 2, 2020

Monitor Chat Metrics. Relevant metrics should include: 1) Amount of time to respond, 2) Amount of time from initial contact to reaching a resolution, and 3) Customer satisfaction. After gathering metrics, use the data to guide standards and implement improvements in your live chat support process. About GlowTouch.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

LiveChat

OCTOBER 31, 2019

Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores. By 2020, 80% of businesses will have implemented chatbots for customer service and automation will manage 85% of companies’ customer relationships.

Loyalty 57

Loyalty Omni-Channel Strategy Call Center 57

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Comm100

MAY 13, 2020

It should be easy to implement, and provide a solid return on investment (ROI). Depending on the structure of your contact center, you might be used to routing queries based on several different factors. If there’s anything that 2020 has taught us, it’s the importance of video chat. Enable custom routing.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147