The Employee Net Promoter Score (ENPS) is now an essential metric in many contact centres as a measure of advisor engagement and loyalty.
There are so many ways to get pain-free customer service, but what is the fastest path to relief? This white paper looks at how improved knowledge management can enable your contact centre to provide the ultimate customer experience.
To meet the demands of today’s omnichannel contact centre you need to take your quality management programme to the next level. This white paper shares Seven Reasons to Select NICE Quality Central.
In this commissioned study, Forrester Consulting evaluate the shift toward proactive customer communication within a new omnichannel environment and identify the top benefits of proactively communicating with customers: Higher customer satisfaction, increased overall revenue, and increased cost savings.
Read about how technology from Serenova provides agents with the ability to respond to customers in any channel – or pivot seamlessly from one to another as needed to improve the customer experience.