Customer Experience

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Deploying Courtesy Callback the Correct Way

No Contact Center customer likes long hold times. In order to shorten the time that the caller stays on hold in the queue, Cisco has developed a new CVP feature called Courtesy Callback (sometimes referred to as Virtual Hold). With Courtesy Callback, the caller can choose to receive a call [...]

By |2017-02-27T15:44:41+00:00November 2nd, 2015|Customer Experience|

CtiPath is Partnering with Calabrio to offer additional Workforce Management options to our Customers

60% – 70%… That is the striking majority of call center costs going to labor and staffing. It is easy to see why today’s leading companies recognize the importance of improving Workforce Management as a means to reduce this burden. CtiPath understands that this process doesn’t have to come at the expense of customer satisfaction. [...]

By |2016-10-23T15:56:54+00:00October 23rd, 2015|Customer Experience, Workforce Experience|

Managed Services and the Contact Center Customer Experience

There are four practices of the modern contact center: Customer Experience, Workforce Experience, Business Intelligence, and IT Operations. Every contact center is concerned with Customer Experience – or, at least, every contact center SAYS that it is concerned with customer experience. But real concern for customer experience goes beyond self-service menus and call surveys. [...]

By |2017-02-27T15:15:13+00:00September 25th, 2015|Customer Experience, Managed Services|