Here are eight ways to help improve agent performance while also helping to develop morale and contact centre culture.
As consumers expect a rich and consistent experience when they interact with a business, deploying an effective omnichannel strategy is more critical than ever. NewVoiceMedia look at what elements you should consider and what to look for in your solution.
Having the right omnichannel customer service programme in place becomes valuable as consumers transition from mobile devices to in-store experiences. This paper shares steps for executing and delivering an omnichannel strategy, including tips and best practices.
Contact centres support many channels, and consumers have come to expect to be able to communicate with companies any time, anywhere and with any device. This research study compares how businesses say they are doing versus how consumers rate their […]
As a front line of customer engagement, contact centres are a critical function of any business. This study looks at how contact centres can make customer engagement experiential, intuitive, and collaborative for a modern customer in modern times.