More and more these days, your customers expect to be able to contact your business any time over various channels. An efficient, intelligent customer service response is crucial for fostering repeat business. The CCaaS technology you’re using at your contact center can make or break your customers’ experience with your company and either turn them […]
It’s not just your imagination—your customer’s expectations for the quality of customer service they receive are at an all-time high. According to the “State of the Connected Customer” report conducted by Salesforce, the modern customer wants more than just quality service. They want proactive service and personalized interactions. The best way to provide quality service […]
As the effort to meet the customer’s needs becomes more challenging, employees feel the brunt of it. Increased customer expectations have led to employee burnout, which does not lead to an excellent overall customer experience. Contact centers are trying to meet the rising demands of the customer, but that becomes more complicated with technologies evolving […]
Your customers’ satisfaction, or lack thereof, can make or break your business. When your customers are not happy because of poor customer service, it can cause them to cease working with you and never come back. This is when CCaaS providers may help boost your contact center service and efficiency. Customer service is the glue […]
Companies in every industry are looking for ways to prioritize employee retention. Contact centers tend to have higher turnover rates due to employee attrition and a stressful work environment. Learning how to reduce attrition rates is key to keeping productive, fulfilled agents in your call center. While employee burnout can happen for several reasons, there […]
How to Migrate Voice-Centric Quality Management to an Omnichannel Contact Center Solution
An omnichannel contact center solution provides superior customer experience over voice-only options. Today’s customers are self-solving, communicate regularly via live chat, and expect seamless customer service when they choose to migrate an issue up to a voice call with a live agent. Voice-centric quality management can only take you part of the way to providing […]
Customers today prefer to self-solve any issue, and calling the contact center is the last option most will try. However, they expect short wait times and an efficient solution to their problem when they do. Having customer information from all available sources readily available for agents allows for a smooth experience. When a conversation can […]
Just as businesses have moved their operations online, the contact center industry is undergoing a digital transformation. This shift, driven by advancements in technology, makes it easier for customers to communicate with companies through various channels. One of the most important drivers of innovation in contact center quality management is the ever-growing volume of customer […]
The pandemic prompted a significant shift in how individuals sought healthcare, with surging numbers of patients utilizing modern technology to communicate with healthcare providers. As a result, healthcare contact centers have come to play a foundational role in healthcare customer service, which impacts their quality management of video redaction. Healthcare contact centers are critical for […]
The complexities of efficiently managing a contact center, and delivering superior customer service, have become significantly more complicated recently. Contact centers face a distributed and remote workforce, a new generation of agents, and rapidly changing operational requirements and digital transformation. This makes the role of a WFM supervisor that much more challenging to overcome these […]
