Beyond Competition to Customer Expectation
Technology may have changed the way we do business, but it’s still customers’ needs that drive demand and decide market share. Rather than obsess over competition, prudent brands focus...
What your Help Desk can do to Augment Agent Productivity
Customer support agents act as a bridge between the customers and the solutions, playing a vital role in the contact center. However, a lot of factors can impact the productivity of agents....
Tech and the workforce of the future.
Tech transforms work for people. People determine the future of work.
Look around, we are alive in a time of transformation. IT and AI have seemingly brought the future into the here and...
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...
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...