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 deflection” comes in. What Is Call...
OP360 is a US-headquartered BPO providing nearshore and offshore support to ambitious companies.
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. It can save you time, money, and...
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. Despite changes in technology, new contact...
Gladly is the only customer service platform built around people, not tickets. With everything built-in – voice, email, SMS, chat, social messaging, self-service – Gladly makes service your business.
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