Once upon a time, setting up customer services meant providing a phone number. And maybe a postal address for actual paper letters. For a
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)
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
In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have What is an
Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation
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
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
This is the second instalment in our list of call center best practices. Ready to make a tangible difference to your business’s CX? Good –
It takes a lot of skill to run a call center well. You have to manage people, manage tech and manage processes. And some contact
