Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they...
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
“Too much information, running through my brain…” The Police have it right. We're drowning in the amount of info available to us. However, what use is data that isn’t sifted or that comes too late? In customer service it means loss of clients and...
“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...
The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. (I have mine right here, in case I’m hit by a food craving) The net, IoT, the cloud and AI have and will continue to...
It may not change fast enough for some (“your estimated wait time is 27 minutes…”), but call center communication has come a long way, baby. Imagine having to write an actual letter, on real paper with a stamp and everything, to get an issue addressed. That...
Customized ads, website suggestions, ‘people you may know’, every move online is watched. Common customer service tools like typing previews in chatbots and call monitoring are meant to improve the customer experience by making it more targeted. However, when do customer monitoring tools benefit from...
What goes into a quality QA process? Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance. It’s not the most exciting topic but a vital one to your company’s longevity. There are many QA tools that exist, but what is...
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. "Play the song again, Dad!” As an adult trying to solve a problem it is maddening. Automated menus that never address an issue...