Quality Assurance in the Contact Center

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. In fact, 47% of customers say they’ll stop buying from a company if they have just one subpar ... Read More

Make the Most of Your Metrics

Leveraging data insights is essential in making strategic business decisions. In the world of contact centers, there are so many metrics that can help illustrate the thousands of interactions that happen daily. These metrics, or key performance indicators, are how success is measured.  As a company, it’s important to take a step back, look at the story the metrics are ... Read More

Insights & Analytics: Keep Moving Forward

In the customer care world, tracking and understanding every customer interaction is more important than ever. These insights allow brands to correct policy or procedure issues, respond faster to inquiries and ultimately increase customer satisfaction. In our previous blog, we talked about the importance of overcoming common insights and analytics challenges. What’s just as important is to always use this ... Read More

Insights & Analytics: Overcome Data Roadblocks

Digging deep into data can give a meaningful understanding of what customers are thinking, leading to easier strategic decisions and a better customer journey. The tricky part is overcoming common data challenges. It’s easy to miss the mark, causing roadblocks and blinders to the significant discoveries that could be made. So, how can brands make sure they’re winning with insights ... Read More

Thought Paper: Winning With Insights & Analytics

  Diving deep into customer service performance insights positively impacts customers, employees and the bottom line by creating: A meaningful understanding of what customers are thinking Easier strategic decisions Better customer journeys Download our thought paper to learn how to overcome common data challenges, drive programs forward and optimize other departments. Fill out the form to learn more.

Beyond The Contact Center Pt 2: The Driving Force of Metrics

The customer service world is lucky to have access to massive amounts of data to help navigate contact center operations. This information doesn’t just help measure the customer journey and build loyalty, but it also demonstrates the value of a well executed contact center partner. Also Read: Beyond The Contact Center: The Strategic Value of Metrics These metrics help to ... Read More

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights has the potential to bring huge value to brands everywhere. The customer service world is no exception. There is massive amounts of data available to help navigate contact center operations, ... Read More

The Future of Work

In many industries and countries, the most in-demand occupations weren’t around 10 or even five years ago. In fact, 65% of primary school children will end up working in completely new jobs types that don’t even exist yet. With this in mind, take a moment to envision your workplace now and what it could look like in the future. Think ... Read More

Driving Change Beyond the Contact Center

In the customer service world, we have a ton of data we use to navigate our operations. These metrics don’t just help measure the customer journey and build loyalty, they demonstrate the value of the contact center to your organization. This information can help educate your peers from cross-functional teams and help drive change by fixing systemic issues, or exposing ... Read More