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
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
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
Call abandonment happens when a customer hangs up before speaking to an agent. This may happen for a variety of reasons and it’s a contact
Do you want to keep your customers? Then keep your customers happy. You know how important experience is because you’re a customer. And even if
In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook) You already understand
In the ever-changing world of contact center service, there are always new trends to watch. Today, we’re going to look at thought-provoking statistics in 6
Business is all about relationships; in sales, relationship management is everything. Whether it’s nurturing leads or checking in with existing accounts, success depends on having the
Whilst communications technology has (apparently) come a long way since the 90s, it seems that with caller experiences it is still hit-and-miss. Why do bad