Learn about what goes into contact centre preparation by exploring related blogs.
Did you know that a 2013 customer service survey by Deloitte found that 62 percent of organizations viewed customer service that was delivered through contact centres as a competitive differentiator? Read more →
How much impact does your internal culture have on customer service? Read more →
There’s a storm on the horizon.
This isn’t a storm of thunder and lightning though—this storm is far worse, coming in the form of emerging crises in the contact centre. Read more →
Key performance indicators, or KPIs, are significant measurable metrics an organization can utilize to gauge the success or failure of projects, departments, and initiatives. Read more →
Today’s Internet is a complicated place. We have access to more information than anybody ever has before, and what do we do with it?
Most of the time, we’re complaining. Just take a look at the nearest Facebook profile and you’ll see; we love complaining about our problems. Read more →
It’s no secret that the contact centre is powered by data.
Data gives us the ability to assess caller behaviors, analyze their interactions, and deliver a better overall customer experience. And as it turns out, the benefits of data aren’t limited to your customers—correctly gathered and applied data can benefit your contact centre in a big way. How? Read more →
Your customers are depending on you—not to just to meet their needs, but to predict their needs.
The job of customer service, after all, isn’t really “crisis management” as we’re all lead to believe; it’s relationship management. Your agents are the glue that holds the customer-to-business relationship together. As such, knowing the expectations of your callers is a critical part of maintaining a positive brand image. Read more →
Quality customer service has become more than just a modern-day marketing buzz word. Establishing trust and communicating with your customers is an essential part of creating a satisfying customer experience, and it’s important to understand which aspects contribute most to customer satisfaction. Read more →
It’s tough to find a contact centre without recording software these days. It’s become pretty ubiquitous technology in the customer service world, and is a necessary part of improving your inefficient call monitoring strategies. Read more →
Stop us if you’ve heard this one: you discover a problem with your recent purchase, so you go online to look for solutions. Seeing the wealth of self-help options, FAQs, and tutorials available, you feel confident that a resolution is only a click away. Flash forward 2 hours, and you’re on the phone with customer support feeling agitated and wondering what went wrong in your self-help procedure. Read more →