As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing insights into customer preferences and behavior is greater than ever. The traditional way businesses have tried to learn what their customers think was to […]
Picture this: you get a call from one of your agents and they don’t agree with their evaluation score. As a contact center manager you’ve mostly likely been here. So, what steps can you take to resolve the situation and make sure your agents are happy and aligned on contact center best practices? Here are […]
Raw data pours into the contact center from every angle. From calls, to emails, to web chats and more, voice-of-the-customer data is used across the globe to help bridge the gap between the contact center and the rest of the organization. And, as the list of communication channels grows longer and more sophisticated, the data […]