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éléments par Donald Greco

BetaNews.Com

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  The analytics machine: Why contact center technology is changing the customer experience

  Publié: octobre 11, 2016, 9:00pm CEST par Donald Greco

  For a long time, the contact center was nothing more than a place where customer complaints went to die. An agent’s objective was to simply note the issue and try to resolve it as quickly as possible, and metrics were nothing more than call duration and first call resolution. However, technology has changed the role of the contact center, and analytics are evolving the department into a hub of rich customer insights. Every day, agents interact with hundreds, if not thousands, of customers, and they’re hearing what they want, don’t want, or need -- right from customers’ mouths! By feeding… [Continue Reading]