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 despite[...]
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[...]
Do You Know Your Average Handle Time Average Handle Time, or AHT, is an important metric for nearly every contact center The less time an agent spends helping a caller with a question or a problem, the more calls they can answer in a given period of time Businesses strive to have the lowest AHT[...]
Speech analytics solutions are valuable quality monitoring tools because they provide insights into contact center performance But what if your company doesn’t have a designated contact center Can you still benefit from speech analytics Absolutely! Speech analytics can be used by any[...]
Call Monitoring Benefits Call monitoring is a staple of quality assurance in today’s contact center QA Managers typically monitor calls to evaluate agent performance and improve training techniques A high percentage of agents continue to work from home to slow the spread of COVID-19, which[...]
Importance of Monitoring Calls As the current pandemic continues to affect both people and businesses, monitoring calls for quality assurance is more important than ever Contact centers and customer service teams are seeing a dramatic increase in complaints, requests, and other interactions A[...]
Phone Etiquette 101 Studies show that when contacting a business, most people prefer to use the phone over other means of communication But all too often the person on the other end doesn’t exactly meet our expectations This is especially true of younger generations that hardly use phones in[...]
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)[...]
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[...]
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