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[...]
Which KPIs Should Your Contact Center Track in 2021?
Contact center Key Performance Indicators (KPIs) are crucial to understanding agent performance and improving the customer experience As you review and evaluate customer service tactics for 2021, you'll want to track these metrics as efficiently as possible But first, you need to determine which[...]
4 Quick Tips on Handling Angry Customers After the Holidays
Contact center agents regularly encounter frustrated and disappointed customers, especially during the holidays Add in a stressful pandemic with slower than usual mail deliveries, and customer service agents are still dealing with the aftermath of the COVID holiday season Fortunately, it is[...]
Speech Analytics: Not Just for Contact Centers
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[...]
Managing Contact Center Agents During COVID-19
Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]
Which Contact Center Metrics Should You Track?
What Are Contact Center Metrics If you understand the importance of the customer experience, you know that contact centers play a vital role in a company’s success Conversations with agents are often the first contact a customer has with a company; therefore, agent interactions play a huge[...]
3 Ways Monitoring Calls Can Improve Customer Service in a Time of Crisis
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[...]
As You Move Your Call Agents to WFH Settings, Read This
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 and Responding to Your Customers During COVID-19
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[...]