Tushar Jain 
In an era where every second counts, few things frustrate customers more than long hold times. According to research, the average person may spend up to 43 days of their life on hold. This not only wastes valuable time for callers, but also hampers … Read more
If you run a healthcare clinic, handle insurance claims, or manage patient data for a hospital, you’ve probably felt the pressure of making sure all those phone calls and data transfers stay private. It’s like juggling a million puzzle pieces—you’ve got anxious patients waiting, … Read more
In my decade-long journey working with call centers, I’ve witnessed firsthand how payment data protection can make or break customer trust. Whether you’re running a small in-house support team or a large-scale contact center, the ability to handle credit card information securely is an … Read more
Handling challenging customer interactions while keeping agents motivated is a constant uphill battle for call centers. The stakes are high, with 73% of customers saying a single poor experience can push them to switch brands. Yet, many contact centers struggle to intervene effectively during … Read more
TCPA Imagine this: Your customer just wrapped up a long day at work, and as he sits down for dinner, his phone rings. It’s yet another unwanted sales call. Frustrating, right? Now flip the script—what if your business is unintentionally responsible for those interruptions? … Read more
Are No Call No Show (NCNS) incidents haunting your call center? You’re not alone. Absenteeism costs the industry billions annually, with NCNS being a significant factor in this loss. Unplanned absenteeism costs over $600 billion annually, averaging $4,080 per full-time employee and $2,040 per … Read more
As a call center leader, you’re no stranger to the complex maze of compliance regulations. You’re juggling sensitive customer data, striving to meet demanding legal standards, and keeping operational risks at bay. Sound familiar? You’re not alone. More than a third of organizations are … Read more
Understanding your customers’ satisfaction levels can feel like navigating an intricate maze. You want to know what works, what doesn’t, and how to create a flawless experience. But how do you measure something as subjective as satisfaction? The answer lies in CSAT — customer … Read more
Are you drowning in customer interactions but struggling to extract meaningful insights from them? Every call, query, and complaint is key to better customer satisfaction, improved sales, and streamlined operations. Yet, the sheer volume of conversations makes it nearly impossible to capture trends, emotions, … Read more
Did you know that 74% of consumers are at least somewhat likely to buy based on experiences alone. Therefore, businesses need to deliver exceptional customer service to their customers. Excellent customer service helps companies boost satisfaction, foster loyalty, and increase the likelihood of repeat … Read more
