Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success. That’s why it’s not surprising that well-known American businessman Millard S.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52

Execs In The Know

NOVEMBER 6, 2024

While First Call Resolution (FCR) is often the goal in the contact center environment, certain situations require additional follow-up. That’s where effective service recovery steps in, turning unresolved issues into trust-building opportunities. By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all. Is that the case with conversation analytics?

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

The Success League

NOVEMBER 6, 2024

By Kristen Hayer Many CS professionals lose the relationship with the buyer somewhere along the customer journey. Maybe that relationship never existed in the first place. The salesperson allowed the buyer relationship to fall away after handing off the admin relationship to customer success. Perhaps it disappeared during onboarding. The tactical details of the onboarding process took priority over maintaining and growing the relationship with the buyer.

Social Media 52

Social Media Start-ups Gaming Customer Relationship 52

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Smart Customer Service

NOVEMBER 6, 2024

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.

AI 52

AI Contact Center 52

SurveySensum

NOVEMBER 6, 2024

When it comes to feedback management software, Confirmit (now known as Forsta) and Qualtrics stand as two giants pitted against each other. Each of these tools offers a wide range of tools and features for managing and analyzing customer feedback and making things easier for businesses. However, like any other great tool, these two also come with their limitations.

Text Analytics 52

Text Analytics Omnichannel CX Social Media 52