Data is the new gold! And so much data flows in and out of contact centres every day. Call volumes, average handle time (AHT), customer sentiment, first call resolution rate,
Inspiration, ideas and tips to help you delight your customers and take customer experience to new heights.
Contact centre technology has changed the nature of customer experience (CX). It has reduced the number of agents needed in a contact centre at any one time, improved customer experience
In previous blogs, we have discussed how call queues can build to frustrating lengths for customers and damage your company’s reputation. Long call queues can increase stress for your agents,
Your company’s success partially relies on whether you deliver an excellent customer experience. But, how do you measure your delivery? The answer to that question lies in the data and
I speak with many companies who install custom software or use multiple tools to meet the needs of their customer service and sales teams. While these tools might deliver many
Think back to your last experience making an online purchase. I trust that in these times, it was not very long ago. I imagine that you experienced a few of