Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or
A grocery chain has become the first in the UK to remove self-service checkouts from most of its stores following customer feedback. This is the
There has been a trend over the last decade to nominate the current year “the worst ever”. Divisive politics play a part, as well as
In this post: Call centers measure many KPIs (key performance indicators) to help them understand how well they are handling customer interactions and identify opportunities
Your contact center is one of the main ways people interact with your company. The experience customers have when they call has a huge influence
Many businesses claim they put the customer first. But talking the talk is easier than walking the walk. And when it comes down to it,
Co-browsing, also known as collaborative browsing, is when a customer and an agent navigate the web or an app together to solve issues. The way
We all know what it feels like to receive great customer service. It’s typically fast, streamlined, and deals with your specific issues. It’s like the
Poor customer service has a measurable impact on a business’s bottom line. In fact, 32% of customers would stop dealing with a brand after one
Over the past few years, cloud computing has exploded across all industries. Businesses that used to invest heavily in their own IT infrastructure are increasingly
