Whenever, I hear this, I get sad. And I hear it far too often. Unfortunately, many organizations have never got the desired ROI from their automation investment. This blog article goes out to those who’ve already invested in automation, but is not getting the wanted outcome, and to you who are looking into investing in […]
One thing I come across every time I visit a customer’s contact center is the concern about AHT (Average Handle Time). The issues are taking too long to solve, taking up valuable time for the agent, and creating a poor customer experience.
Recently we had a Q&A post on LinkedIn where people could ask questions regarding customer experience and agent experience. Torbjörn Hörberg, who is our expert on the subject was ready to answer all the great questions that came in. These are the questions from the post, and the answers form from Torbjörn.
In a contact center the agents rely on many different systems to complete a single customer interaction. Sometimes a contact center agent also replies on his/her co-workers and colleagues. But how do you create the best collaborative environment for the agents on-floor, the supervisors, and the rest of the organization?
First some facts for you: In a study done by Deloitte 92% of all people living in the Nordic countries in the age of 18-75 own a smartphone themselves or have immediate access to one. Check!
Understanding your customers and knowing what satisfies them and creates loyalty is one of the key differentiators for businesses in the world today – especially if you are in highly competitive markets like finance, insurance, gaming, retail, telecommunications and many more.
The market for Customer Experience Software is great, and the competition is tough. No wonder the businesses are struggling to find the right solution for their needs. Wouldn’t it be great if an independent third-party analyst firm did that research for you?
Do you know why your customers are contacting you, their sentiment, the feelings they have and what they wish to accomplish with the interaction? By Torbjörn Hörberg, Customer Experience Expert
Sales-peaks happen all year long and create wonderful things and opportunities for the businesses. However, companies that go after these specific seasonal sales-peaks, like Black Friday and Summer Sale, are not always prepared for the workload that often comes with it.
In this blog post we will not go in depth, how to merger businesses in general, you will need a lawyer for that. But we will go in depth with how you, in the best possible way, merger two or more contact centers into one, by focusing on the merger-process. This process is often a […]