Contact Centers Are Using More Call-Backs Than Ever
As the contact center continues to evolve rapidly, it’s important to take a step back and...
Tag: hold-times
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Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...
The Best Advice for Contact Centers in 2020 from the Experts
Every year we ask: What can contact centers do to bolster their efficiency, productivity, and customer...
Four Metrics that your Utility Contact Center Needs to Track
Following widespread industry deregulation, the energy and utility sector has become increasingly competitive. With more and...
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Survey Shows Call-Back Deployments Have Doubled in Some Regions
More and more call centers are offering a call-back option as an alternative to putting customers...
United Airlines and Going Beyond in Customer Service
This blog series explores two separate experiences related to the airline industry. In Round I, we...
Top 3 Call Center Complaints You Want to Avoid
The modern call center has come a long way, as companies embrace technology to streamline the...
3 Data-Driven Ways to Monitor Airline Customer Service
Across the board, consumers continue to be dissatisfied with contact centers. Take for example, the recent...