Listen up! Your customer is speaking.
Customer feedback is pivotal to the better customer experience.
The customer is the fulcrum around which all business plays out. Listening to their voices is the...
Keep your reports close and your dashboards closer
Managing a contact center is no walk in the park. You’ve gotta monitor ticket flow and agent performance, all while handling the occasional emergency. When you’re not...
Chat and its future in contact centers
Today’s customer service is very different from what it was twenty years ago. While responding in person, via snail mail or the occasional long-distance call was what once defined customer service;...
Agent Training Hardships and Overcoming Them 101
Every aspect of running a business smoothly is a challenge. This is especially true when it comes to the training-your-agents part. You train agents to reflect your company’s values. When something...
AI, IoT and what it means for your customer service
From the endless wait for the snail mail to posting complaints on social media, customer service has undergone a paradigm shift. And computers and telephony have certainly made the job...
The Melange of Emotions in Customer Service
Doesn’t the process of customer support remind you of being stuck in a traffic jam?
That endless wait which unleashes the primal side of the benign being, the jittery moments that test resilience...