In the fast-paced world of customer service, delivering satisfaction is key. Contact centers, the frontline of customer interaction, have long relied on post-call surveys to gauge a range of metrics like customer satisfaction, customer effort and Net Promoter Scores (NPS), in a bid to try and unearth what their customers really think. It could be…

In an era where every customer interaction can make or break your brand reputation, understanding the likelihood of your customers to recommend your organisation to a friend, and the wider “voice of your customer” is more crucial than ever before – but how the industry has done it so far is quite broken.   Traditionally, companies…

The contact center agent’s role has never been easy. Long hours, irritated customers, and constant monitoring can lead to quick burnout. But what if AI and automation could help make their jobs more enjoyable? Forward-thinking contact centers know that satisfied employees lead to satisfied customers. By leveraging the latest AI and automation tools, you can…

There is so much scope for simplification in today’s contact centers. Team Leaders and evaluators alike face high pressure and intense workloads, which can sometimes result in quality assurance (QA) being less about improvement and more about ticking boxes.  Thankfully, technology has come a long way in how it can support roles across the contact…

It’s beginning to look a lot like… predictions season! With customer expectations shifting, technology advancing and contact centers in high demand, there’s a lot to consider for 2024. Whether it’s ever-evolving tech stacks, or a renewed focus on agent wellbeing, contact centers will have their work cut out for them if they want to ensure…

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AI has been a recurring topic in contact center conversations, particularly in Quality Assurance. But are we losing sight of what’s truly important? Quality Assurance isn’t just about ticking boxes and AI; it’s about setting standards, monitoring performance, providing feedback, and continuous improvement – all aimed at ensuring a consistently high level of customer service….

Do your customers rage quit after contacting your company? Do calls turn into complaint fests? Does it take a marathon of contacts to get an issue resolved? If so, your first contact resolution rate could be sabotaging your customer experience. Every unresolved call or chat is a missed opportunity to create a customer evangelist. But…

Face it, you’re just like the rest of us. Drowning in digital interactions. Emails, chats, social posts – customer conversations are exploding across channels. But is your QA keeping up? You’re not alone if you said “no”.  Call centers once focused heavily on voice interactions, but today’s multi-channel customer service landscape is much more complex….

IIn the fast-paced, ever-evolving world of customer service, we’ve all come to realize the immense power a single interaction can hold. In this digital age, customers are more informed, more vocal, and have a wider platform to share their experiences. A single negative online review can significantly impact business and stop prospective customers in their…