What is Customer Effort Score?
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
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,
Every call that a contact center agent handles leaves them with tasks to perform once the call ends. The time spent on those tasks is
In this post: What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? What is speech
Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a
What would you learn if you could get inside your customers’ heads? If you knew what they love about your products and call center services…
One of the most powerful tools in a contact center’s arsenal is the dialer. Not necessarily the dialer itself – that is just one component.
Running your contact center operations with a platform like Zendesk is an important step towards embracing the API economy. But if you take this step
Call Center technology upgrades are often hampered by the same old issues: the high cost of integrating systems, and the need to work within the