Blogs

  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: falling short in your training process. Many new… Continue reading The root causes of high attrition: Cause 2 – Not training your people

  The customer experience is a critical factor in the success of any business, especially when it comes to providing customer service through call centers. In order to ensure a positive customer experience, it is essential for companies to measure and track key performance indicators (KPIs). In this article, we’ll look at the most significant customer… Continue reading Top 7 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 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 business growth.

  The world is in the midst of a data revolution, and the insurance industry is no exception. By leveraging the immense potential of conversational analytics, insurance companies can significantly enhance their customer experience (CX), driving customer satisfaction, retention, and overall profitability.

Telehealth has transformed healthcare delivery. In response to the pandemic, there was an upsurge in one of the passive areas of healthcare; Telehealth. The evidence of its relevance and effectiveness is 8 to 9 million virtual consultations in 2020.