Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. What’s the best way
When you ask people what influences their choice of brand, one factor always comes out on top: customer service. As the front line between your company
Employee turnover in customer service is a major challenge. And call center agents have a higher average voluntary turnover rate than any other job role.
Transferred calls aren’t always due to routing system failure – sending customers to other agents is sometimes unavoidable. But if your Call Transfer Rate (CTR)
Virtual assistants have brought conversational AI from science fiction into our homes and pockets. Most of us now have experience with the technology, and many
True story: I was about to start an 18-hour multi-transfer plane journey when I noticed a suspicious transaction on my banking app. I contacted the
All e-commerce store owners want to provide outstanding service to their customers. But it’s hard to get anything done when answering requests takes up most
There’s no doubting that 2020 was a tough ride for the insurance industry. With 2021 shaping up to be perhaps just marginally better, many industry
Customers hate waiting on the phone to speak to an agent. Everyone knows this. The question, then, is why do so many of us keep
In this post: What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? Your (free) guide