The COVID-19 pandemic has taken a toll on almost everyone across the globe in terms of health, finances, and lifestyle. In the midst of these times, it’s more important than
Your organization has taken the right step to offer another channel like web chat to provide support. Web chat is an easy way for customers to get help with inquiries
One thing that all large and thriving brands have in common is excellent customer service. They are masters at recognizing, and meeting and even exceeding the expectations that customers have.
Managing a contact center is far from straight forward and definitely not easy, but it is rewarding when done right. The contact center manager’s main objective should be to ensure
When your business is focused on customer experiences, one of the important stats you track is FCR (First Contact or Call Resolution) rates. A major issue when it comes to
IVR systems are meant to direct calls to the correct agent or option, the first time, and optimize large call volumes. They are also effective in reducing customer frustration by
