34 Key Contact Center Stats – Track Your Success in 2021
2021 has sped by – and it wasn’t been easy for many! So what does success look like in a year when the rules went
2021 has sped by – and it wasn’t been easy for many! So what does success look like in a year when the rules went
In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction You already understand the importance of knowing how
Post summary: Practically every call center uses CRM software, but few get the most from it Well-integrated CRM is the cornerstone of the most revolutionary
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.
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…
Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented
In this post: What is conversational IVR service? How does conversational IVR service save money? Conclusion It’s risky, being an early adopter. But Delta Air
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents
A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles –
SMS messaging is one of the great under-used customer service tools. Everyone understands it. Everyone can access it. It’s rock-bottom cheap compared with taking a