Enhance the Customer Experience, Tame the Robots
In a noble effort to cut costs, many businesses use interactive voice response (IVR) systems at contact centers. While this does lower contact center costs by reducing real-agent answer time, it also reduces customer satisfaction by a whopping 93% overall.
5 Customer Expectations Every Contact Center Should Know
Customer expectations are constantly changing, but here’s five that you can count on.
Top 5 Things that Make or Break You in Any Industry
It doesn’t matter if your business is flowers, transportation, IT consulting or anything else—certain qualities are crucial to your customer service success. Customer satisfaction can make or break a company. As we all know, happy clients will tell their friends about their experiences…and unhappy clients will tell even more! With that in mind, there are […]
5 Tips When Adding New Communication Channels into Your Business
The way people communicate with one another is rapidly changing. We are spending more time online or sending text messages than talking on the phone. In fact, if you’re out in public and take a look around, you’re bound to see someone texting within 10 feet of you.