Managing customer expectations and building long-lasting, firm bonds with buyers is no easy endeavor. It is even more challenging for contact centers (compared to sales and marketing), since the nature of their customer conversations primarily involves resolving client issues. As such, contact center agents have a direct and substantial impact on helping companies accomplish CEM objectives. This Aberdeen report highlights the top priorities driving contact center WFO programs and illustrates how contact centers straddle agent productivity and performance with the ever-increasing need to meet and exceed customer expectations.
This major report from ContactBabel studies the performance, operations, technology and HR aspects of UK contact centre operations. The report found that organizations that use automated intraday management with their WFM tools are far happier than using tools that force them to carry out such activities manually.
What's the #1 way a company could improve customer service? Great question, right? OneReach wondered, too, posing the question to 63 industry influencers, including Intradiem CEO Matt McConnell, for their take on what companies could do to deliver exceptional customer service. In this report you'll read their very thoughtful — and insightful — answers.
How you've been delivering customer service isn't going to work to satisfy your customers now and in the future. This report from DMG Consulting takes a look at the fundamentals — omni-channel interactions, KPI metrics, employee engagement and training, and the supporting technology — that must be addressed if a service organization is to deliver truly excellent service. According to the report, the customer service revolution will require organizations to be responsive and proactive if they are to meet the demands of today's more empowered customer.