A recent article by Martin Powton discusses what it takes to have successful chat bots. One of the major keys is to be honest with customers and let […]
Turnover is very high in many call centers. The environment can be chaotic and the demands on agents can be very high, leading many to get burned out […]
In a recent article, Mariia Aleksandrova discusses why it’s important for companies to serve their customers on mobile platforms. Highlighted are several reasons that include amount of time […]
Melissa Thompson’s recent article points out that customers will stay on hold longer if there is music playing than if there’s only silence while they wait. However, for […]
A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers. After seeing loyalty scores, […]
Are your surveys biased? In a recent article by Martin Powtan, a critical point is made that biased surveys can produce useless responses. The following are ways Powtan […]
In a recent article, Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. Sometimes marketing departments will try […]
In a recent article, Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement Finding Key Drivers and Root Causes Role-Specific […]
Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article, Martin Powton discusses […]
In a recent article, Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of […]