Understanding Call Center Occupancy in the Contact Center and How To Optimize It
In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representa
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around customer experience.
All You Need to Know About CSAT To Drive A Better Customer Experience
There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. D
Contact Center Automation Guide: Definition, Benefits, Best Practices
With customers choosing self-service for simple issues, agents need AI-powered call center automation to handle more complex interactions.
Customer Churn: Definition, Formula, Causes & Tips to Improve
Discover just why it is so important to keep your customers happy and how you can lower the churn rate.
Call Deflection: The Key to Enhancing Customer Satisfaction in 2022
Learn how call centers can reduce call volume and improve operations by automating, rerouting and reducing unnecessary calls.
A Breakthrough in Point Correspondence: Mitigating “Outliers”
Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of
Customer Effort Score (CES): Your Complete Guide to Earning One
The amount of effort a customer exerts during an interaction impacts customer loyalty. Read why a high CES is important & how to achieve it.
3 Ways to Improve your Customer Experience with Warm Transfers
“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” You explain that you are following up on your i
3 Observations From Field Service Medical 2022
If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of oth
We Ate the Dog Food!
Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same way a custo
