Execs In The Know

OCTOBER 5, 2023

In my 20 years in the industry, I’ve watched as contact centers have steadily added automation technologies to their operations, with mixed success. In the new world, each call that makes it to an agent will become a “ Moment of Truth ”—a conversation which can make or break a brand’s relationship with their customer.

AI 52

AI Contact Center Technology Technology 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Drucker once said “Do what you do best. Outsource the rest.”

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. But what can the agent do here?

VOC 52

VOC Scorecard Construction Customer Satisfaction 52