7 Examples Of Bad Customer Service (And How To Fix Them)

7 Examples Of Bad Customer Service (And How To Fix Them)

No business can afford to underestimate the importance of positive customer experience. Poor service can make a significant impact on a brand’s retention rates, causing would-be buyers to look elsewhere. In fact, bad customer service costs businesses a combined $62 billion each year. What is Bad Customer Service? Bad customer service can be defined as…

10 Best Contact Center Metrics To Measure Agent Performance

10 Best Contact Center Metrics To Measure Agent Performance

 When you’re a contact center manager, you have to make plenty of decisions that impact your contact center’s bottom line. And flying by the seat of your pants is not an option. You need contact center metrics that measure agent performance. What is the Average Hold Time? How high is the transfer rate? Are your…