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
Customer Effort Score (CES) gauges the amount of perceived work a customer has to put into dealing with your company. That can include the effort
In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to
Do you remember this from your teenage years: you’d leave a gig late at night, get out your smartphone and try to order an Uber,
In this post: What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? Your (free) guide