When you ask people what influences their choice of brand, one factor always comes out on top: customer service. As the front line between your company
Employee turnover in customer service is a major challenge. And call center agents have a higher average voluntary turnover rate than any other job role.
Virtual assistants have brought conversational AI from science fiction into our homes and pockets. Most of us now have experience with the technology, and many
Customer Effort Score (CES) gauges the amount of perceived work a customer has to put into dealing with your company. That can include the effort
There are plenty of ways to keep a watchful eye on your business’s success. Customer Lifetime Value (CLV) is among the most valuable for two
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented
An API is an ‘Application Programming Interface’. Its purpose is to move data between different resources, letting those resources ‘talk’ to each other. APIs are
Get enough data together, and your business can know customers better than they know themselves. For a contact center that means understanding the problems customers
