FCR- Are You Making It a Priority?
Aug 05, 2016 David Carrizales
Where does FCR rank in your list of priorities? The role of the contact center is to offer customer services to their clients. The key…
Learn More...Omni-Channel Communications Strategy
Jun 30, 2016 Jim Iyoob
Omni channel is a harmonized operation model of serving customers, in which the company channels are aligned into a single face, along with one consistent…
Learn More...Improve the Omnichannel Experience; Reduce Customer Effort
Jun 17, 2016 David Carrizales
Loyal customers are an asset to an organization, and the secret weapon to win them is offering superior customer experiences. When you focus on how…
Learn More...Integrated Customer Engagement
Jun 16, 2016 Jim Iyoob
Technology is changing every day and only getting better, and what’s amazing is how people are taking advantage of these new tools. Businesses are now…
Learn More...3 Little Known Ways That Consumer Sentiment Affect Your Business
Jun 02, 2016 Jim Iyoob
Sentiment is defined as an attitude or opinion prompted by emotions or feelings. To understand this better ask this question: How do consumers get these…
Learn More...4 Ways Live Chat Can Improve the Success of Your Online Business
Apr 07, 2016 Jim Iyoob
Managing a successful online business is hard work. Although everything operates on the internet, your success hinges solely on whether you can attract customers and…
Learn More...5 Challenges in Deploying a Multi-channel Call Center
Mar 11, 2016 Patrick Reynolds
To satisfy the connected customer, you need to interact with them through their preferred mode of communication. Some customers want to reach out via phone,…
Learn More...6 Ways Social Media Boosts Customer Satisfaction
Dec 31, 2015 Jim Iyoob
Customer experience is of great interest to most of us in leadership because we understand the ripple effect of a happy customer and the unhappy…
Learn More...Who Should Really Be Listening and Evaluating Your Calls?
Mar 07, 2012 Patrick Reynolds
A well-established Quality Assurance program ensures a higher level of customer satisfaction due to improved customer service, which can lead to greater profitability for a…
Learn More...Benefits of Investing in an Online Chat Sales Channel
Mar 07, 2011 Jim Iyoob
The online behavior of the consumers is fast changing as companies continue to grow and provide services online. According to Forrester Research, the online retail…
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