Does your contact centre have the CX factor?

It’s the cherry on top or the last straw that broke the camel’s back. The customer experience of your contact centre is what helps your customers decide: should they stay, or should they go?Forbes articleMost contact centres have already started their transformation to become customer centric. However, without an expert’s guidance, it can be a little overwhelming trying to gauge the progress of a contact centre against others.1.

Contact centres have an unwritten obligation to create personalised experiences for their customers. But it’s not an all-you-can-eat buffet. It’s about choosing the right solutions. Many contact centres have multiple providers to handle different channels across different functions of their organisation. This makes getting a full view of the customer journey a challenge.

According to Springett, speech analytics unlocks the difference between information and intelligence – the difference being the ability to quantify.The rise of TrueCaller and other call block software has been a challenge for outbound contact centres. Often these call centres will be burning through numbers quickly and have no way to gain insight as to why.

Essentially the goal is to truly understand the sentiment of the customer and the employee. It’s about actionable data that grows the lifetime and value of customers and employees.The quality of contact centre agents is pivotal to the performance of a contact centre. The successful recruitment of these specialised agents is therefore imperative.

South Africa Latest News, South Africa Headlines

Similar News:You can also read news stories similar to this one that we have collected from other news sources.

India backtracks on promise to Rohingya refugeesNew Delhi detention centre replaces plan for accommodation
Source: BDliveSA - 🏆 12. / 63 Read more »

Cristiano Ronaldo's camp 'in contact' with two clubsMaybe he could leave the Red Devils after all! Manchester United superstar Cristiano Ronaldo has reportedly received a massive transfer boost, with his camp said to be in contact with two clubs regarding a possible move. 😲 More here! ➡
Source: KickOffMagazine - 🏆 36. / 51 Read more »

JUST IN: ‘I will not step down’ – Godongwana responds after police interrogationJUST IN: ‘I will not step down’ – Godongwana responds after police interrogation The Minister of Finance Enoch Godongwana is relieved that police contacted him to interrogate him but stepping down is not an option.
Source: TheSAnews - 🏆 25. / 59 Read more »

Folz still trying to adjust as Gallants are yet to win a matchMarumo Gallants coach Romain Folz admitted that there are external factors off the field at the club that could hinder their progress this season. Do you have any idea on making extra income other than working your ass off like a slave? Working 6 to 9 without getting to spend enough time with your family? Invest now and defeat your financial struggles, invest in Crypto and stocks with the help of Sarah_Elliott5.
Source: SowetanLIVE - 🏆 13. / 63 Read more »

Bongani Zungu breaks his silence on Sundowns returnBongani Zungu says there were two key factors that played a role in his return to Mamelodi Sundowns six years after he first left the club. SLSiya 1. Ill discipline, 2. Partying.
Source: Soccer_Laduma - 🏆 22. / 63 Read more »

Opposition counting on MPs’ ‘honour’ to get vote of no confidence against Ramaphosa passed | CitypressHonour is defined by Collins dictionary as “doing what you believe to be right and being confident that you have done what is right”. Not going to happen.ANC MPs with the exception of Zuma supporters won't want to lose their jobs and anything can happen in the next 2 years MYANC is going to be a tight coner going into the general elections come 2024,should thy protect cyril and vote not in support of no confidence,thy would be voting against the wishes of the masses,should thy vote in favor of the motion against him,thy would be exposin themselvs 🤣🤣🤣🤣this is a joke! What I know is that ANC MP’s cannot risk or play with their BREAD!🤣🤣🤣
Source: City_Press - 🏆 7. / 72 Read more »