Blogs

You’ve no doubt heard the word “attrition.” It’s a commonly used metric in most customer service departments. If you’ve gone shopping for call center services, you’ve probably asked about it yourself. Download our whitepaper to learn which call center metrics to prioritize You likely worry about it because turnover affects your bottom line, the cost… Continue reading Facts and stats about attrition

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