Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this
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It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this
Providing excellent customer experience has become a critical factor for remaining competitive in most industries. Yet health insurance organizations have not been as successful in
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers
Businesses today are undergoing a paradigm shift as the customer journey moves to a “digital first” pathway. Yet the “digital first” evolution is only part
It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience report found that
