Contact Center Metrics - How Does Your Contact Center Compare to Your Industry Peers?
- Presented by Cisco Systems, Inc.
Benchmarking your contact center’s performance against your peers is an industry best practice and an important part an overall improvement plan. You’re able to identify your strengths and weaknesses, and then take targeted actions to make your contact center more efficient, productive and competitive.
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Roundtable - Customer Analytics - Experts weigh in - latest trends in systems, reporting, adoption and ROI
- Presented by CRMXchange
Call center leaders are inundated with metrics and reports – we measure almost every activity and always seem to need more. Key to managing all of the data is to have access to the right information that helps you transform your business.
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Elevating the Customer Experience through Advanced Reporting and Interaction Analytics
- Presented by Nexidia
Consumers have become more empowered and more vocal about the level of service they expect. For example, McKinsey predicts that in the healthcare industry, a shift to a B2C market--combined with less distinctive products--will make the consumer’s brand experience a primary purchasing criterion. In times like this, customer service has never been more critical to a company’s overall success.
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Call Recording and the Law
- Presented by HigherGround, Inc.
The current legal landscape for call recording consists of numerous federal laws and industry mandates. It is important for call center professionals to have an understanding of the best practices and requirements necessary to achieve legal compliance.
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Top 9 Best Practices to Optimize and Simplify Your Contact Center
- Presented by inContact
It was Leonardo da Vinci who was credited with saying, “Simplicity is the ultimate sophistication.” But, with the growing complexity of call center work - new channels for customers to access the organization, for instance, how does one achieve simplicity?
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