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
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
Net Promoter Score (NPS) measures the proportion of people who say they would recommend a brand vs. passives and detractors. It’s a customer satisfaction and
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
Contact centers are often faced with myriad issues when it comes to adapting and adopting practices and solutions that can transform the way they operate.
The call center has always been quick to adopt new forms of automation. Now, the industry is spoilt for choice. But not all automation is
In a recent post, I said that a good IVR system is more than a barrier to live agents. It’s the reason callers don’t need
IVR is probably one of your most useful pieces of tech. It saves money, it shrinks call queues and it saves agents from some of
Customers want a personalized service that you can only offer with better call routing. So what are the obstacles, and how do you overcome them?