Recorded calls between the agent and customer are the definitive representation of how business is being handled in the organization. Although hours and hours of these customer calls are being recorded, very few companies are leveraging the vast amount of business intelligence hidden in these audio files. Not making the most of this intelligence can […]
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For many companies, seizing growth opportunities hinges on becoming more customer-centric while continuing to hold down operational costs. Unfortunately, achieving both goals simultaneously often proves difficult. Actions intended to lower service costs can severely compromise service quality, while high-quality, high-touch service may please customers but wreak havoc with the bottom line. In our experience, most […]
In the past, the contact center was viewed by C-level executives as a “necessary evil” focused on cost containment. These contact centers were limited to a single location, targeting basic frontline support, with minimal financial justification to the overall organization. Today C-level executives recognize the contact center’s unique role as the gateway to existing and […]
How do you run a call center efficiently and effectively to maximize caller satisfaction given the resource and budget constraints that most businesses face? What are the critical variables in providing efficient and effective call center management? Service level is used in virtually every call center (for a solid discussion of what a service level is, see ).
With centralized contact center reporting across all locations, you can learn about the business â how to improve a revenue stream, how to run the business more efficiently and how to appeal to various customer needs. When powerful NASCARÂ® racers roar around the dramatically banked turns of Daytona International Speedway each February, race fans are […]
Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave of strategists were the first to realize that revenue comes â¦ from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on […]
Avaya is a leading global provider of business communications applications, systems and services focused entirely on serving the needs of businesses large to small. Our unique combination of communications applications, systems and services help simplify complex communications and work with existing technologies from other vendors, enabling customers to unlock value and potential from their network. […]
Content drives your business. It sharpens your competitive edge. It connects people and opportunities. Harnessed well, it fuels business growth. Unlocking the value of content is what we do better than anyone. Content Drives Your Business Offers on your website, gains posted to an investment portfolio, new product descriptions for the fall catalog, critical client […]
Three customer communications experts discuss analytics for identifying and developing mission-critical customer contact strategies.
Are you under the gun to drive profitable new growth? Are you exploring new ways to meet your revenue targets while at the same time deepening customer relationships and improving loyalty? Are you interested in turning your contact center into a profit center to better leverage this underutilized asset?