Gregarius » éléments par Donald Greco

Canaux

108413 éléments (108413 non lus) dans 10 canaux

Actualités (48730 non lus)

• 01net. Actualités (48730 non lus)

Hoax (65 non lus)

• Top dix quotidien Sophos des canulars (65 non lus)

Logiciels (39066 non lus)

• BetaNews.Com (34382 non lus)
• Presence PC - Actualité Logiciels, jeux vidéos (3551 non lus)
• LeMondeInformatique.fr : Actualités Applications (1133 non lus)

Sécurité (1668 non lus)

• Actualités Sécurité Informatique (406 non lus)
• Les Nouvelles.net : sécurité informatique. (1262 non lus)

Referencement (18884 non lus)

• Secrets2moteurs (11765 non lus)
• Referencement Google WebRankInfo (2255 non lus)
• Abondance (4864 non lus)

éléments par Donald Greco

BetaNews.Com

• 

  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]