5 Ways AI and Automation Can Improve Your QM Processes

5 Ways AI and Automation Can Improve Your QM Processes

You can’t go a day (or maybe even an hour) without stumbling across the term “artificial intelligence” or “AI.” Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your…

Top Call Center Efficiency Metrics And How To Improve Them

Top Call Center Efficiency Metrics And How To Improve Them

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth.Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while…

The Top 4 Contact Center Trends To Boost Performance And CX

The Top 4 Contact Center Trends To Boost Performance And CX

Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends…

The Role of Real-Time Data in Workforce Management

The Role of Real-Time Data in Workforce Management

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience.  There are several roles within the workforce management space, and each one is important in its own way. Making sure you fill these key…

What is Customer Sentiment Analysis — and Why is it Important?

What is Customer Sentiment Analysis — and Why is it Important?

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers.  The rise in conversational commerce — chat interactions on a variety…

How to Handle the Top 10 Customer Service Complaints

How to Handle the Top 10 Customer Service Complaints

Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…