InMoment XI
OCTOBER 31, 2024
Your call center plays a huge role in your brand reputation. As a result, it’s important to deliver a positive call center experience that meets customer expectations. As a result, it’s important to deliver a positive call center experience that meets customer expectations.
Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.
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Calabrio
MARCH 7, 2025
Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.
TechSee
SEPTEMBER 29, 2020
Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Improve AHT with knowledge bases. Improve agent utilization.
Speaker: Hillary Curran, Head of Customer Experience, Guru
Your customer’s expectation — whether reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line. May 2nd, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT
eglobalis
MARCH 18, 2025
For example, a corporate client negotiating a substantial contract prefers direct communication with a knowledgeable human representative to address specific concerns and build rapport. High-Value Client Engagement Premium customers or clients involved in high-stakes transactions expect personalized attention.
NICE inContact
APRIL 1, 2019
Successful call center agents are trained to pinpoint customer needs and resolve their pain points. Here are 5 steps organizations can take to improve call center selling . Here are 5 steps organizations can take to improve call center selling . Motivate call center agents with incentives.
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As more businesses embrace online channel communications, the opportunity to unlock audio data increases.
Speaker: Rana Gujral, CEO at Behavioral Signals
This means you can’t afford to put your customers on hold for long or deliver poor communication. But are your contact center practices able to grow with a customer’s experience? And are you ready to apply automation in the most efficient way? Customer service technology has largely been the same for decades.
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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.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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