Tag: Customer Journey

Follow the Customer Journey through the Contact Centre and Beyond

The highest value contact centre in the world is not a contact centre. Contact centres have been very successful at collecting statistics on the number of calls received, how long it takes to answer calls and the time to resolve callers’ requests.  However, the contact centre can only measure what it sees rather than the…

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Tollring Continues to Strengthen BroadSoft Service Provider Propositions

Tollring will unveil the latest iCall Suite (version 3.5) feature enhancements on Booth 28 at BroadSoft Connections in Phoenix, Arizona on 22nd to 25th October 2017, including improved API framework support and extensive language support.  Tollring will also showcase the latest release of its proven cutting edge fraud and credit management capability with its unique…

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Call Analytics and the Customer Experience Go Hand-in-Hand, Adding Value to Resellers and Their Customers

  Understanding the ‘customer experience’ is increasingly seen as the key to competitive advantage.  Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it.Although there are now many channels through which customers can engage with a business, the telephone remains the preferred method for…

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6 ways to use call recording to help understand your customers

6 practical ways to use call recording in a way that will help you to understand your customers better: Return missed calls: Keep an eye on missed calls using call analytics, then return every missed call before they call a competitor, to instantly impact customer satisfaction levels. Listen to call recordings to hear how successful…

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Mid Market Call & Contact Centres

To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. ​This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…

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