Many will look at 2019 as a mixed year, one of both wins and losses, and lots of little changes – almost all of them for the better.
But all those little changes add up to something bigger, and it’s easy to forget how far you can leap in a year. We did the math this month, and the results are in: We saved North American consumers from more than 53 years of hold time in 2019. That amounts to a staggering 28 million minutes.
That’s just one win among many for the call-back solution that could. This week, we’re looking back at 2019 and the things that helped us move forward and grow as a company last year. Continue reading
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it; we all tend to get comfortable with the rhythm of our day-to-day tasks and fail to watch areas that may require change. Unfortunately, your repetitive actions will produce the same results. If you keep practicing the same strategies without considering change it will only end in the demise of your center.
When callers are waiting on hold they’ll typically hear a range of messages from the contact center’s IVR. Some centers tell callers an estimated wait time, others will announce how many people are in line in front of the caller, but most call centers tell callers nothing other than, “your call is important to us”. (A phrase callers have learned to loathe.) To get a sense of how much anger consumers feel towards hold time, just check out 
This week we present a new installment in our “Pitfalls” series which looks at common mistakes made when measuring or interpreting contact center metrics.
72%
Let’s get straight to the point – If you want a successful contact center, excellent customer service must be at the heart of it.
Who doesn’t love being on hold? The hours wasted, the subtle reinforcement that perhaps your call isn’t important and, of course, the glorious hold music. A truly captivating experience.
