6 Examples of Using Multi-Channel Callback in Non-Traditional Ways

This webcast will highlight six specific examples of using multi-channel voice callback in creative ways that can have positive impact on your customers and on your organization. . . .

Jul 29

How To Deliver Exceptional Multichannel Service & Support

Most companies today operate in multichannel environments, supporting customer interactions over the phone, the Web, and email. But are these interactions complete? Is the information consistent across these communication channels? Can each channel provide contextual information that benefits businesses and their customers? And, are the channels connected to support a seamless customer journey? If . . .

Jul 30

The Top 10 Avoidable Mistakes Front-Line Support Teams Make

The words "customer support" evoke images of smiling, headset-wearing people sitting in front of computer screens, eager to serve you. But we've all had support experiences that don't feel anything like that. When support agents drop the ball, they give their companies a reputation for bad service and make their own job harder. Fortunately, their biggest mistakes are almost always predictable - an . . .

Jul 30

Roundtable: Best Practices in First Contact Resolution

Genesys, NICE, OpenSpan, and Virtual Hold will address key improvement strategies including deploying the "universal agent" using dynamic, agile intelligent desktop solutions to increase agent capabilities. We will look at analyzing and uncovering the root causes of repeat contacts. . . .

Aug 5

Unlocking the Real Value of Customer Feedback

For many years, pundits and experts have written about the impact of managing customer feedback. You may have bought the books or held some internal meetings. You have probably even created a slogan and perhaps even have purchased motivational posters for your employee break room. The question we need to be asking is, "Have we realized any real value from our efforts?" Join Nicole Sturgill, CEB To . . .

Aug 13