Tushar Jain 
Explore everything you need to know about the customer effort score. Putting yourself in your customers’ shoes is critical if you truly want to understand their experience with your company. Calculating the Customer Effort Score (CES) allows you to measure just how much effort … Read more
Even in today’s digital world, customers prefer to talk to customer support on the phone rather than talk to agents on live chat. Talking directly on the phone builds confidence and trust between the customer and agents. Offering voice support becomes critical especially when … Read more
Picture this: One of your customers reaches out to your call center to resolve an issue. His experience on that call can shape his perception of your entire company. Now, consider this scenario playing out thousands of times a day across call centers worldwide. … Read more
From AI-powered quality assurance to real-time analytics to advanced call monitoring, contact centers today are adopting many state-of-the-art technologies to understand customer sentiment, boost agent performance, and drive business growth. Though several great tools help call centers and support teams optimize their end-to-end operations, … Read more
In today’s highly competitive industry, stellar customer service is essential. Customers expect quality, quickness, and efficiency. As businesses become more focused on their customers, communication is critical in shaping their opinions and trust. That’s where speech analytics comes in. It’s a powerful tool that … Read more
Imagine this: your customer has ordered a product from your website, and now he is eagerly awaiting its arrival. However, when the package finally reaches his doorstep, he discovers it’s the wrong item. He gets really frustrated and quickly reaches out to your call … Read more
As a call center business, you toggle between answering calls, processing orders, collecting customer feedback, identifying customer needs, and providing personalized services daily – and sometimes within the same hour. To make your customers happier and keep everything running smoothly, you need a special … Read more
Call analytics is a high-tech solution for many business tasks. It applies to call center operations, sales, and customer service. Below are some of the most important things you need to know about this ground-breaking technology. You’ve probably heard the expression, “Data is the … Read more
Wondering what are some top sought-after tools to try in 2025? Let’s explore! Let’s face it – you’ve gotten a message from a family member on WhatsApp that says, “Hey, we need to talk about something later.” The text seemed quite general, and you … Read more
In the dynamic world of sales, staying ahead of the game requires more than just a charismatic smile and a firm handshake. Successful sales professionals understand the importance of leveraging data and statistics to make informed decisions and fine-tune their strategies. In a landscape … Read more
