Call Center Management
The Basics of Customer Experience Management
In this post: The benefits of CX management Where should you start with CX management? The sub-disciplines of CX management Become a CX diplomat How
Make disruption work in your favor
Gather the tools you need to compete
The industry is changing. Are you?
Multichannel
integration
Surprise customers with just how flexible you can be. Become channel agnostic and turn your customers into lifers.
Data-driven decision making
Personalize every customer journey, without losing control over your valuable customer data.
Fully flexible
call recording
Get peace of mind knowing that sensitive information isn’t recorded, and make compliance simple.
Read our client's story
Discover how a exciting Fintech startup balanced innovation with tough compliance rules.
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Call center metrics
The 10 Essential Call Center Metrics You Can’t Live Without
In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time
Call Center Management
How to Compete with Amazon on Customer Service
Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. For me, it was when my Kindle broke. I
No industry is as competitive as finance. Fintech disruption is moving vast amounts of revenue away from traditional providers; will it flow away from you, or towards you?