Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. What’s the best way
When you ask people what influences their choice of brand, one factor always comes out on top: customer service. As the front line between your company
You know the basics: working on Customer Experience (CX) leads to more revenue, improved customer loyalty and cost savings. CX is so important that brands
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
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
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
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
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
Can you even make predictions at the end of a year like 2020? I mean… I made plenty of predictions back in 2019 and ‘global
