Netflix users, don’t you love when you sign on to your account and see a list of suggested shows to watch? For me, the shows are always right in line with what I enjoy watching.
Cloud platforms with modern architecture enable companies to embrace digital transformation and provide holistic views of end-to-end customer journeys across all touchpoints.
Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.
As a contact center manager, you’re always seeking to balance two separate factors: You want your agents to provide a superior customer experience, and you want them to perform as cost-effectively as possible. With these twin goals in mind, you probably monitor such metrics as first-call resolution and average call handling time. The fact is, however, that the most important basis for both customer satisfaction (CSAT) and agent performance is the general well-being of your contact center agents. A recent ICMI study shows:
Worried about the recent surge of artificial intelligence (AI), Chatbots and our impending botnet overlords? No need. Our sophisticated future tech is here