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Agent and customer experience are strongly correlated, as agent distress directly impacts customers, resulting in poor active listening, high hold time/high AHT, or transactional discrepancies that lead to cancellations.
While interacting with customers, contact center agents collect a huge chunk of information.
Improving customer experiences is one of the important areas of focus for leading brands.
A contact center is more than just a support center; it offers actionable insights into the way that a company chooses to treat its customers.
Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption.
Microsoft estimates that 90% of all Americans consider customer service to be a discerning factor in which companies they choose to engage with.
We have already passed the first quarter of 2021 and if your brand has not yet started preparing for your customers’ changing expectations in the New Year, you are missing the boat!
With the buzzword digital transformation becoming more popular, during ongoing uncertain times of the pandemic and increasing use of computerized systems having a lack of appropriate cybersecurity infrastructure, there is a steep rise in the cyber-attacks.
Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.
