blog tag contact-center-leaders 
Customer Service Life
DECEMBER 20, 2023
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.
Customer Service Life
MAY 21, 2018
This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).
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SurveySensum
JANUARY 24, 2024
For example : Giving priority to features that align with the company’s vision of becoming a leader in sustainable, eco-friendly products. And to be honest, in our contact center environment, in our company, we do our best to find a solution for a customer even if we can’t do exactly what they’re asking for.
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.
Execs In The Know
MAY 2, 2022
Whether you’re a startup or an established leader, the economic conditions for the kind of success we’ve seen over the last decade are narrowing. And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. Gartner research puts the price tag at $14,113 per agent.
Comm100
DECEMBER 14, 2022
High profitability: Businesses that are CX leaders aren’t just popular with their customers, they also enjoy high profitability. But if the address of the person they wished to contact isn’t available in the database at the moment, the search might come up empty. Merge tags can help you personalize an email beyond just first names.
Comm100
FEBRUARY 6, 2018
This blog post will cover several of the top, most sought-out customer engagement tools on the market. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. Knowledge base software and call center software also come at additional fees.
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