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Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for...
The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service...
Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also...
Your contact center has a vested interest in making the customer experience as smooth as possible. After all, customers want their interactions with your agents to be smooth and...
Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole...
Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized,...
When doing live or recorded listening sessions, it is crucial to routinely share your comments with supervisors. You must assist the call center in ensuring the accuracy of its...
An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service...
After completing a purchase, your customer service department may be the only point of contact a consumer has with your organization. Many parameters restrict these interactions between a business...
By definition, automatic speech recognition (ASR) is a technology that enables call center software to recognize and analyze spoken words and phrases. The tool then transforms the audio recordings...
Managing different solutions separately creates unnecessary silos and leads to conversations that don’t make sense, hurting the agent’s performance. As the public face of your brand, agents are greatly...
Reaching out to potential consumers in some form, whether it be via social media, SMS, webchat or phone contact, is the first order of business in any call center....
While there is no single, all-encompassing definition of customer engagement, it can be thought of as a customer’s feeling for a brand. For call centers, customer engagement is a...
No call center wants to disappoint its customers. But many don’t realize how poor service on the phone can have a significant impact on production and their income. Today,...
If you run a call center, you know how important it is to provide excellent service to customers. That includes responding quickly to their inquiries and offering the best...
One thing that can’t be disputed by call center agents and managers is the detrimental impact that angry clients have on working conditions. As a result, some agents are...
Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. This means that...
The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most...
The Customer Satisfaction Score is a popular metric used by call centers to assess buyer satisfaction. It instantly collects “on-the-spot” comments after a purchase experience or engagement with the...
As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world....