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Last week we talked about some of the issues with using an attrition rate as a metric for employee engagement and success. We also looked at the first root cause of a high turnover, hiring the wrong person. Today we look at the next root cause of high attrition: falling short in your training process.… Continue reading The root causes of high attrition: Cause 2 – Not training your people

Besides handling customer complaints, customer service builds long-term relationships and transforms first-time users into loyal customers. Call centers can make informed decisions that boost revenue when supported by such tools. There are call center customer requirements to cater to get the essential CX. Source: Aimultiple In this blog, we focus on the seven most crucial Customer… Continue reading Most significant customer experience KPIs for call centers

As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This article will discuss 8 quality monitoring strategies for improving CX and loyalty. Transform Your Customer Experiences: 8 Loyalty-Boosting Quality Monitoring Strategies Having customers who are… Continue reading 8 Quality monitoring strategies for improving CX and loyalty

Introduction In the digital age, call centers to provide customer support and enhance the customer experience for businesses  across various industries. However, the gap between call center businesses and customers can sometimes be challenging, resulting in frustrated customers, and missed opportunities. Bridging this gap is crucial for fostering positive relationships, building customer loyalty, and, ultimately, driving… Continue reading How to bridge the gap between call center businesses and customers

  The world is in the midst of a data revolution, and the insurance industry is no exception. By leveraging the immense Power of Conversational Analytics, insurance companies can significantly enhance their customer experience (CX), driving customer satisfaction, retention, and overall profitability. Snapshot Before we delve into the specifics of how conversational analytics can augment… Continue reading CX Success in Insurance: Power of Conversational Analytics

Speech analytics is revolutionizing Telehealth contact centers by enhancing patient experience, improving communication, ensuring compliance, and delivering real-time insights. This article explores how healthcare providers can use AI-powered tools to optimize remote care and drive efficiency. Telehealth has transformed healthcare delivery. In response to the pandemic, there was an upsurge in one of the passive… Continue reading How Speech Analytics Is Transforming Telehealth and Patient Experience

Customer Support is crucial for any organization’s success today. Retaining customers and growing the business effectively is challenging without a strong support team. However, creating and managing your Customer Support team is not an easy task to accomplish. For smaller organizations with fewer clients, having just a handful of people managing your customer support team… Continue reading Why Outsourcing Customer Support Can Be a Smart Business Move

In today’s rapidly evolving society, customer satisfaction remains the key to success for every organization. Whether you have an in-house team to handle your customer queries or have taken help from an outbound contact center, resolving any customer questions to keep them happy is their utmost priority. As more businesses focus on expanding their clientele and services… Continue reading Key Considerations Before Outsourcing Your Contact Center: 5 Things You Must Know

NPS Management is a well-known social phenomenon in which a happy customer talks about you to three friends while an unhappy one talks to thousands. Today’s customer wants maximum value for every penny spent on a product or service; therefore, organizations strive to improve customer satisfaction levels, turning a consumer into your authentic brand promoter.… Continue reading How Predicting NPS Can Drive Measurable Customer Success

Leading companies now compete not just on products, but on customer service excellence. Learn how world-class organizations are turning CX into a strategic differentiator. The Importance of Customer Service for Business Growth All businesses today have their own goals, visions and missions. But it is known that every business exists for one purpose – to… Continue reading Customer Service: The New Battleground for Building World-Class Organizations