Call Center Technology Trends that Encourage Empathy in a Post-COVID World
While you may be sick of hearing about the "new normal," the undeniable truth is that COVID-19 has changed the customer experience forever Consumers have inevitably expanded their online presence, and their digital behaviors continue to shift as customers switch to brands offering more[...]
How to Get More Students Enrolled Without Hiring More Staff
Given COVID's impact on just about every industry, it may be no surprise that many academic institutions saw a decline in enrollment rates in the last year In a recent College Board enrollment report, data shows that 2-year institutions were hit especially hard, as their enrollment rates[...]
3 Reasons End-of-Call Surveys Won’t Help You or Your Agents
If you’ve ever called customer service, you’ve probably heard an automated voice asking you to stay on the line after the call to take a quick survey Many businesses use these end-of-call surveys to obtain info on customer interactions and improve the overall customer experience But[...]
7 CX Mistakes You’re Making Right Now
Why Companies Should Care About Customer Experience (CX) Studies show that customers typically tell 15 people about a poor service experience, versus the 11 people they tell when they have a positive experience Additionally, according to a poll conducted by American Express, "33% of Americans[...]
3 Customer Experience Basics You Should be Reviewing Constantly
In today's customer-centric market, saying that the customer experience is crucial to a business’s success is like saying profits are a good thing: True, but not exactly a groundbreaking revelation Most companies are well aware of the importance of providing a great customer experience, but the[...]
Common Uses of Speech Analytics for Insurance Companies
Insurance companies often struggle to stand out in a market flooded with agencies offering similar products One of the key differentiators among competitors is customer experience While customer surveys once offered valuable data on agent performance, this outdated method for gaining feedback is[...]
Hidden Costs of Manual Call Monitoring
Call quality monitoring and assurance in the call center are essential in today’s business environment Accessing and analyzing the voice of the customer is standard practice in order to meet the growing needs of the customer base But if your contact center managers are still manually[...]
How to Identify Reasons Behind Customer Churn
Customer churn is a big concern for most companies And with good reason Studies show that customer churn costs businesses $16 trillion dollars annually, and the cost of gaining a new customer is five times higher than keeping a current one There are various reasons behind customer churn, but[...]
Why Your Data Collection Strategy Is Holding You Back From Getting Results
Henry Ford once said, “Obstacles are those frightful things you see when you take your eyes off your goal” Solid advice from one of the most successful business leaders of the 20th Century But without clear business goals, companies can’t take full advantage of 21st Century technology[...]