Covid-19 is forcing companies to ask their agents to WFM. But what does this mean for the growth of the contact center
Read StoryIf you're a business owner or any kind of direct manager, you're probably wondering what in the world you can and should expect from your staff that are now working from home.
Read StoryLet's think about how AI and humans can do better together. The concept of AI replacing jobs is misinformed and unfounded. AI will not be a job killer but a job creator and help humans work better.
Read StoryCustomer support organizations have it rough. Many companies have an employee turnover rate that is 2 to 3 times higher than other industries, which makes it hard to maintain a respectable level of continuity, and even harder to provide an exceptional customer experience.
Read StoryPut simply, predictive analytics describe the use of statistics and modeling to determine future performance based on current and historical data.
Read StoryKnowing why your customers are contacting you can always help you improve your customer experience (CX). But gathering this information can be nearly impossible. This is especially true when you are dealing with thousands upon thousands of customer support requests daily.
Read StoryAdvancing technology has created new Customer Service techniques to ensure a positive Customer Experience not only for the consumer, but the agent as well.
Read StoryRecognizing the significance roles Customer Care, Customer Experience, and Customer Service individually play in ensuring a company's growth.
Read StoryBefore deciding what chat service you'd prefer to see implemented into you company, take a look at some of the drawbacks and advantages behind each type of chat solution.
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Learn what the most common mistakes are in costumer service that cause companies to loose business and what you can do to ensure it doesn't happen to you.
Read StoryCX metrics - like NPS, CSAT or CES - utilize answers provided by customers to directed questions about their experiences with your brand. Yet, there are many issues with simply following these statistics blindly.
Read StoryThere is a shift in the market. Sellers used to have all of the power. But in the age of social media, product reviews, and lower switching costs, CXM is starting to rise.
Read StoryForward thinking companies have shifted their business model to accommodate these new, digital, customer expectations.
Read StoryBoth the net promoter score and customer effort score are effective metrics for estimating customer loyalty. But which one should you be focusing on?
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