Quality & CSAT

In today’s fast-paced digital era, customers expect prompt responses and have little patience for long call queues. So, a surge in call volume in your contact center can quickly lead to frustrated customers and overwhelmed agents. This is where “call Read more...

When evaluating customer service technology, you must ensure the solutions they provide will give you the desired impact. Whether you’re looking for higher CSATs, lower operation costs, or a combination of the two, knowing how to assess a tool is invaluable. Read more...

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience. Read more...