Smart Desktops Enhance Agent and Customer Experiences - Jacada - ContactCenterWorld.com Blog
Ventana Research shows that organizations now support up to 17 channels of interaction with their customers!
Get this complimentary Q&A with Richard Snow of Ventana Research as he discusses the challenges organizations are facing with omnichannel engagement and how to overcome them.
Richard Answers The Questions You Were Afraid To Ask - Including:
- How to support multiple engagement channels by simplifying application complexity into a single unified agent desktop
- How to provide instant and contextual agent guidance during the call to lower customer efforts
- How to reduce customer effort and increase First Call Resolution (FCR) at every point of engagement
Publish Date: February 10, 2016 5:00 AM
2020 Buyers Guide Analytics
|3.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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