When Bob Dylan wrote “The times, they are a-changin’,” it’s hard to say if he ever suspected they would change this much Because of the COVID-19 pandemic and social distancing, most business transactions must occur online or over the phone Customer service is more important than ever due[...]
Live voice conversations are a critical component of a contact center’s role in providing exceptional customer service Now more than ever, customer care and delivering optimal customer journeys are highly relevant Companies are moving all agents and employees to remote work from home (WFH)[...]
Understanding Agent-Customer Conversations During Times of Crisis It’s safe to say that most, if not all of us have never experienced a pandemic like COVID-19 As the coronavirus health crisis and "social distancing" practices continue, most businesses are encouraging employees to work from[...]
Are you tired of spending a ton of money on call center training Do you find that the more you spend on training materials and hiring new staff, your agents still fall behind We're here to tell you why, and what to do about it Time is Money In our previous blog post, we discussed the[...]
We recently shared some of the most common use cases for speech analytics We covered how to improve customer experience, agent performance, and sales and marketing decisions In this article, we will focus on how to improve customer experience with speech analytics The customer experience is[...]
The importance of business analytics is a hot topic in the contact center arena Yet in spite of all the hype around it, many companies still don’t understand the value of business analytics, nor do they have a reliable way to access or understand their analytics data And for those who can, only[...]
Customer advocacy, from online reviews to social media and even word-of-mouth, can be instrumental in helping businesses succeed Businesses must offer their customers exceptional goods and services if they want their customers to recommend them Although businesses claim they are moving from[...]
Any Agent Can Be a Super-Agent When customers call a business with a question or a problem, they want a solution that is both fast and effective This means having proficient agents on deck is crucial While it would be ideal to only hire the “correct” people to work in your contact center (ie[...]
What Does a TV Show Have to Do with Managing CS Agents We understand that some CS managers reading this will be skeptical about the "lessons" they can learn from a TV show But our previous blog post with some lessons from “Bob’s Burgers” was wildly popular We'd like to think it's because[...]
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