Conversational Analytics – Benefits and Use Cases

Conversational Analytics – Benefits and Use Cases

Conversational analytics is an innovative approach that leverages advanced technologies to analyze and derive insights from customer conversations. By tapping into the vast amount of data generated through various customer communication channels, you can deeply understand your customers’ needs, preferences, and pain points. This article explores the intricacies of conversational analytics, including its working mechanisms,…

Your Guide to Average Handle Time

Your Guide to Average Handle Time

The Average Handle Time is a critical metric in the contact center industry that measures the average time it takes for an agent to handle a customer interaction, including talk time and any post-call work. AHT is a vital indicator of help center efficiency and can affect customer satisfaction, agent performance, and overall business profitability….

Agent Performance Metrics

Agent Performance Metrics

Many businesses suffer dwindling patronage because their contact centers do not provide high-quality services. Interestingly, call centers with poor service have something in common – they do not effectively analyze contact center agent performance metrics for actionable insights. As the famous business quote goes, “if you can’t measure it, you can’t improve it.” If you…

10 Steps to Improving Customer Service Productivity

10 Steps to Improving Customer Service Productivity

What is productivity in customer service? Why is it critical for your company? How can you measure customer service productivity, and what can you do to improve it? If you’ve ever asked yourself any of those questions then you’ve landed on the right article. What is Customer Service Productivity?  Customer service productivity refers to the…

The Importance of Customer Satisfaction

The Importance of Customer Satisfaction

Yes, product quality matters. Yes, a competitive price will get you far. But, the data has spoken – it shows that 66% of consumers care more about the experience than price. It, therefore, stands to reason that the success of your business depends on the overall experience and customer satisfaction you deliver. While customer expectations are continually…

The 12 Best Customer Service Software Platforms for 2023

The 12 Best Customer Service Software Platforms for 2023

Customer service software is crucial to providing your customers with an exceptional customer service experience, which helps to facilitate business success. According to Financeonline, “Customer service of the near future will move towards a direction where humans and computers work together to find solutions to customer issues.” As a result, using technology to improve customer…

Omnichannel Customer Service and How to Deliver it

Omnichannel Customer Service and How to Deliver it

Omnichannel support has become the gold standard for success in the customer service world. Luckily, in terms of technology it’s never been easier to go down the omnichannel path. For many businesses, however, grasping the benefits of an omnichannel strategy is not as straight forward, especially when weighing the required investment against the results it…

How to Align Customer Service Strategy with Business Goals

How to Align Customer Service Strategy with Business Goals

When you strive to align customer service strategy with business goals you end up maximizing Customer Success. Customer success refers to the efforts a company makes to proactively meet customer needs and ensure the longevity and success of its relationship with its client base. Companies that prioritize customer success rely on relationship management to ensure…

How to Determine the Right Customer Service Structure

How to Determine the Right Customer Service Structure

The size and structure of your team significantly impacts the efficiency and effectiveness of customer service.  Support needs vary greatly depending on industry, business size, product, or service, so it’s natural for many organizations to find it challenging to choose the proper customer service structure that meets expectations. In this article, we are discusing the…

A Guide to the Most Important Customer Service Skills

A Guide to the Most Important Customer Service Skills

The ability to provide excellent customer service is one of the most important aspects of any business and something all employees should learn. Some of the most important customer service skills include communication, attention to detail, stress tolerance, empathy, and more.  Support skills are important for many reasons. They can help you build strong relationships,…