Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this
Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the
In this post: What is conversational AI? How does conversational AI work? What are the benefits of conversational AI? How do businesses use conversational AI?
Modern customers notoriously high service expectations. And I’ll bet your business is keen to meet those expectations, right? But… what exactly do customers want? What
You already track your team’s performance. But every so often you should do yourself a big favor and shake up the call center KPIs your
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
Customer Acquisition Cost is a key target for businesses. It also happens to be one area where outbound or blended contact centers can have a
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
2021 has sped by – and it wasn’t been easy for many! So what does success look like in a year when the rules went
In this post: Why are IVR solutions idiots? How do IVRs create problems? What’s the *solution* for IVR solutions? What are the benefits of integration?
