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 the...
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 KPIs...
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 are...
The healthcare industry faces many challenges in communicating with patients and increasing the customer experience. With increasing expectations of customers and compliance restraints, healthcare providers often wonder how they can improve...
Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses to...
What do my customers ………
Want
Need
Wish
Crave
Demand
Desire
Yearn For
Require
Fancy
Hunger
Have a hankering for?
Simple questions with difficult answers. Where do you get the answers? Most would suggest going to the source, your customers, and I...