Tag Archives | Contact Center

Improving the Customer Experience? Fonolo’s Shai Berger

http://traffic.libsyn.com/cx404/Fonolo_Improving_the_Customer_Experience.mp3 Podcast: Play in new window | Download (Duration: 20:05 — 20.5MB) Welcome to this special podcast. Why special? Well, this was actually a challenge from Xania who challenged me to a video podcast. This was actually much harder than I ever thought it might be. I made many mistakes in production as my workflow […]

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Queueless World

Recently at work we have been having some extended discussions about the advantages of the age old “skills based routing” and how it really meets the needs of service centers. Newer technologies are coming which remove this distribution across queues to a more single queue processing (more on that in another post). I would like […]

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Evolution of Customer Care

Today was another #SMChat session which focused on customer service. This tweetchat session is held totally in public view on twitter only using a specific #hashtag. Kind of like a flashmob but only an exchange of opinions here. Here is an assembly of some of the answers provided today. ¬†All this is just an extract […]

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