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?
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.
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
Meet Torbjörn Hörberg. Customer Experience Expert at TM Group. “My heart beats for customer service, and creating the best experience for customers, when they interact with the brands. It’s what I have been working with for over 18 years. I come from working mostly in the retail world of IKEA and the customer support there. […]
TM Group business partner and customer experience solution provider, NICE inContact has just been recognized as the market leader in Omdia’s Multi Channel Cloud Contact Center Solution Decision Matrix. NICE inContact ranks as the number 1 overall in the technology assessment, execution assessment and market impact ratings in the 2020-21 research. Paul Jarman, NICE inContact […]
NICE inContact CXone is the leading cloud customer experience platform with a unified approach to Customer Analytics, Omnichannel Routing, Workforce Management, and Automation & Artificial Intelligence, enabling a more efficient environment for employees, exceptional customer experiences and better business results. CXone is already in use all over the world with more than 240 customers in […]