14
Apr
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call again later. Worst case scenario? Negative social media,...
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Blog
09
Apr
In our last post on pre-emptive contact center services we made the case for… well, that. Pre-emptive services mean lower costs, fewer calls and better service. All good news. But here’s the...
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07
Apr
Get enough data together, and your business can know customers better than they know themselves. For a contact center that means understanding the problems customers face. But you have a choice: will...
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02
Apr
Have you ever thought that running a contact center is a bit like running Disneyland? Probably not. But there is a least one way they overlap – queuing. Disney has been developing smarter...
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31
Mar
Do you see a pressing need for more automation in customer service? It’s been the case for a while. But right now? I think we’re all more aware of the vulnerabilities...
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26
Mar
We all know the term CSat (customer satisfaction), right? If you don’t use it (and you really should), you’ve probably heard about it before. However, NPS and CES are also...
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24
Mar
You can probably name a lot of reasons to connect your business phone service across different sites. But the big question of the day is this: how can a multi-site setup...
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19
Mar
Call deflection is nothing new. You’ve probably been thinking about it… forever. But perhaps it’s become a bigger issue recently? Your contact center can handle more queries with fewer agents. And, you...
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17
Mar
This is the second instalment in our list of call center best practices. Ready to make a tangible difference to your business’s CX? Good – let’s get started. (You can read the first...
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