Latest Featured Articles
A robust workforce management strategy includes call center training and quality assurance, according to a Monet Software blog. The company highlighted that the most important goals often defined by the contact center in quality assurance efforts include improved agent performance, increased customer satisfaction, enhanced efficiencies with the use of collected data and a boost in productivity.
If you asked company operations executives what the most important tools in the contact center are, they might name a few pricey technologies, or perhaps the entire facility. They might think of the phone system, or the computers. In truth, the most valuable asset a contact center possesses is its trained professional staff.
Consumers are increasingly turning to the online experience to complete transactions, gain information and communicate. This is especially true on the mobile device as consumers tend to want to accomplish the same things even when on the go. This changes the dynamic for the company hoping to engage with the customer first-hand. It also presents new challenges that can be overcome with co-browsing technology.
Sponsored by Echopass
Landing a new customer is significantly more challenging than retaining existing ones, so much that call centers have to make it count when dealing with brand new customers. Call recording can help mitigate customer defection by capturing customer calls as they happen, allowing managers to hear where and why things could have gone better.
While many organizations have reluctantly entered the digital age, offering Web-based and other types of digital customer service, there is one vertical industry that stands out when it comes to success with new customer service technologies: online retailers.
Top Stories
Featured Channels
Featured Resources
Advertise With Us
Become a CUSTOMER columnist!
Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.
|
