In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.
In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.
Topics: CRM, contact center integrations, call center solutions, CSM, Customer Experience Management
Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.
Topics: customer experience, reporting and analytics, contact center integrations, ServiceNow
If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.
Topics: CRM, customer experience, contact center integrations, agent coaching, contact center solutions
Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.
Topics: IVR, contact center integrations, contact center trends, speech analytics, voice self-service, SMS
When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences.
Topics: customer experience, contact center integrations, improve customer service, artificial intelligence