Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective...
Midsize companies today can pull ahead of enterprise brands by offering outstanding customer service that is faster, better, more nimble, and at a lower cost than what larger companies can deliver. What is their secret?
Whether it’s the leftover Reese’s I get to snack on late at night, the kiddos in their adorable costumes, or the excuse to dress up, Halloween has always held a special place in my heart. But this is Halloween, this is Halloween, after all, so...
First, let’s be sure we know the true meaning of omnichannel and its variations (omni-channel or omni channel), shall we? A simple definition of it, no matter the spelling, is:
Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your...
The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in...
In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which...
The phrase, “As you sow, so shall you reap,” is a lesson to be learned by anyone and everyone who wants to be happy. Especially for those who want to keep their customers delighted, this phrase should be the holy grail.
As businesses move from brick and mortar stores to online shops, they are able to reach a much larger and global audience base, increasing their sales potential. But that also signifies a significant increase in the competition as more companies...