Enthu Blog

What Is Customer Effort Score (CES)? Customer Effort Score (CES) is a customer experience metric that measures how much effort a customer must exert to interact with your company, whether t...

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...

Call quality scores are supposed to be fair. But what happens when three managers give three different scores for the same call? That’s a red flag. Inconsistent QA is more common than you...

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, ...

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, co...

You know that awkward pause when a customer says, “Can I speak to your manager?” Yeah, that's call escalation. It usually means something went sideways. Maybe the agent didn’t have the...

As a call center business, you toggle between answering calls, processing orders, collecting customer feedback, identifying customer needs, and providing personalized services daily - and so...

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 kno...

Wondering what are some top sought-after tools to try in 2026? 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...

Explore the most sought-after NPS survey tools to try in 2026. Undoubtedly, happy and loyal customers are your company's biggest asset.  From repeat purchases to word-of-mouth recommen...

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 lev...

In today's dynamic business landscape, whether your team is engaged in sales or customer support, having a call center sentiment analysis feature integrated into your platform is essential. ...