Average Handle Time (AHT) is a key factor in how your call center plays a part in the success or failure of your support people. If you’re doing everything right on the first contact, there is no reason for the customer to call back. … Read more
They say the customer is always right. In 2023, customers aren’t just right; they’re like the rulers in the business world. According to a recent study, 81% of organizations see CX as a competitive differentiator. That’s right – a whopping 81%! Why? Because they know that customer experience … Read more
What if we told you there’s a simple tool that can instantly propel your contact center’s performance to new heights, boosting customer loyalty and driving business success? Wondering what we’re talking about? It’s Voice of Customer (VoC). In an era where customer satisfaction is the … Read more
In today’s fast-paced digital landscape, Software as a Service (SaaS) tools have become indispensable for businesses of all sizes. These cloud-based solutions offer cost-effective and efficient ways to streamline operations, boost productivity, and drive growth. As we step into 2023, the demand for SaaS … Read more
The ability to demonstrate empathy is vital for every employee in the call center business. As customer-facing professionals, we need to show empathy towards our customers. Unfortunately, a lot of people find it hard to put it into practice, especially if they are in … Read more
Customer care is one of the crucial tools for maintaining a good relationship with existing and potential customers. It can also be instrumental in breaking your relationship with customers. This should be common understanding – and yet, bad customer service is not uncommon. Some … Read more
In today’s competitive business landscape,  customer churn rate has become a key performance indicator for businesses of all sizes. It is an important metric because losing customers can have a significant impact on a business’s revenue and growth. The average churn rate across all industries is … Read more
Customer is the most essential part of your business. Without the customers, no business can survive. Therefore, it is very important that your customers are satisfied with your products and services, if you want customers to remain loyal to your company for a long … Read more
Think! Think beyond delivering just a service. Address incoming queries with tangible solutions, minimize dissatisfaction and maximize efficiency. That’s how you stay competitive in the battleground called Customer Experience (CX). However, many companies have still not woken up to the reality that poor CX … Read more
Call recording software plays an important role in contact centers as these take good care of your customers and your business grows itself. They do not expect you to be perfect. They understand things go wrong with products. All they want is an honest … Read more
