Resources

August 25, 2021

Case Study: Customer Service in the E-learning Industry

Providing customer service in the E-learning industry is not only about providing exceptional service, but also delivering insights and recommendations for the overall success of the brand. … READ MORE
Featured image for “Case Study: Customer Service in the E-learning Industry”Image
June 15, 2021

Customer Effort Score: A Key Metric for Your Digital Customers

Prioritizing metrics that matter most to your brand should not only be based on company culture and operational style, but also on today’s digital customers. As consumers change how they… READ MORE
Featured image for “Customer Effort Score: A Key Metric for Your Digital Customers”Image
November 10, 2020

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… READ MORE
Featured image for “Quality Assurance in the Contact Center”Image
December 10, 2019

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… READ MORE
Featured image for “Make the Most of Your Metrics”Image
August 20, 2019

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… READ MORE
Featured image for “Insights & Analytics: Keep Moving Forward”Image
August 13, 2019

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… READ MORE
Featured image for “Insights & Analytics: Overcome Data Roadblocks”Image
July 30, 2019

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… READ MORE
Featured image for “Thought Paper: Winning With Insights & Analytics”Image
March 26, 2019

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… READ MORE
Featured image for “Beyond The Contact Center Pt 2: The Driving Force of Metrics”Image
March 20, 2019

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… READ MORE
Featured image for “Beyond The Contact Center Pt 1: The Strategic Value of Metrics”Image
August 15, 2018

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… READ MORE
Featured image for “The Future of Work”Image