Talkdesk

JULY 31, 2017

You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. The call center folks live in their software all day.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. The call center folks live in their software all day.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. I joined, worked in the call center, answered a hundred calls a day for about a year, five days a week. And the, uh, the majority of the calls came from the US because that was where the biggest footprint was for the company.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

But I joined the company, and I started off in the call center answering 100 calls a day. I didn’t grow up wanting to be a call center agent; no disrespect to the industry, but it’s just nothing I aspired to do.

Culture 12

Culture 2019 Engagement Net Promoter Score 12