Tags: Call Center

Posted: 01/09/2015 - 17:01 | Site Administrator

Saulnier outlines “five fundamental components that need to be in place to provide an excellent customer experience.” ...Each of these components is clearly critical to long term success in the contact center; however, the fifth component is particularly compelling. Read More. http://www.inovasolutions.com/blog/post/implementing-call-center-reporti...

Posted: 04/23/2014 - 00:00 | Inova Solutions

An article in the April 2014 issue of CRM Magazine headlines “Contact Center Satisfaction Dropped 10 Percent in 2013.” There are several possibilities for why this might be the case: general customer fatigue and frustration with the slow economic recovery, delays in new technology deployment by companies, and higher expectations by customers.