You know the basics: working on Customer Experience (CX) leads to more revenue, improved customer loyalty and cost savings. CX is so important that brands
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)
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
Congratulations! You’ve just gained a new customer. Now you’ve done the hard part of encouraging someone to sign up for your product, it’s time to
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
Picture the scene. I’m standing in a (pre-lockdown) queue at a store. Ahead of me, a teenage boy is standing with his mother. ‘It costs
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
In a blended contact center, agents can take incoming calls and make outgoing calls as well. That’s different from an inbound contact center which focuses