Quality is key. No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse multiple metrics including: Average Speed of Answering (ASA) Also referred to as Average Wait Time (AWT)...
“The Buck Stops Here”. Former POTUS Harry S. Truman had that saying on his desk as a reminder that when it came to ‘passing the buck,’ (an expression that means passing the blame) he was the very last stop. Where businesses are concerned, contact centers and...
Customers. They are the heartbeat of all business. After all, businesses without customers don’t stay in business. They are the gas to the engine. The sunshine to the garden. It is vital to keep and grow your customer base. That means providing an exceptional experience with customer service. Product...
Like sun and water to a crop, call centers are a necessary part of success providing important data to secure and build business over time. But, how much do call center costs sting? Call center costs depend on many variables, much like the final cost of...
There are 26 calls in the queue, 70 calls in progress and Dee’s target is for her 85 Reps to address their clients’ issues in 5 minutes or less and make 7-12 sales each by the end of the day. That is just a small...
Alice can’t get her computer to boot. George received a part that doesn’t fit his motor. Dani never received her order at all. And Raj is almost apoplectic with frustration this is his fourth attempt to get a credit for an item he returned a month...
It is lurking. When everything is going well we forget it’s slumbering presence, waiting to be awoken. One broken part, an incorrect billing or multiple fails and it awakens, sometimes with enough force to take down a business. It is the beast known as Customer...
Mention Artificial Intelligence (AI) to many and it still conjures images of sci-fi films with robots plotting to take over the world. AI is changing the current customer service sector, but AI has been around longer than most people realize. We Already use AI Artificial Intelligence as...
A shapeless monster lurks in the shadows, guarding the golden key to your success. One step and its billion glowing eyes reveal everything about you. Its twisting mass of tentacles wriggle into every corner, through bones of failed heroes, and surround the very spot you’re...
Real-world use cases that demonstrate how artificial intelligence can help you gauge customer sentiment and which customers are at risk for cancellation are here. But, it isn’t that easy. You have to be already gathering customer data in a relational database. In addition to good...