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< Blog

Technology & Services

July 19, 2024

Contact Center

CSAT Scores : How to Measure and Improve the Customer Service Experience
What is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can…

July 27, 2023

Customer Experience

How to Improve B2B Customer Feedback with Quality Insights
Here’s what you need to know about collecting B2B customer feedback and earning quality insights to act to improve customer…

March 2, 2022

Contact Center

Service Recovery: How to Win Customers Back After a Negative Experience
Customers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the…

February 15, 2022

Contact Center

Why Do Call Centers Have High Turnover (and What Can We Do About It)
It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for…

December 7, 2021

Customer Experience

How to Properly Respond to Negative Online Reviews of Your Business
Take a look at online reviews of your business. Both positive and negative reviews shared online reveal the type of…

October 12, 2021

Contact Center

How to Manage (and Reduce) Call Center Call Volume
Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for…

September 30, 2021

Contact Center

5 Reasons Why You Need a Call Center Quality Monitoring Scorecard
When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call…

July 1, 2021

Contact Center

26 Tips for Improving Your First Call Resolution Rate
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells…

June 8, 2021

Contact Center

How to Write the Perfect Customer Service Job Description (with Examples)
When you’re looking for a job, it’s who and what you know that helps you land the opportunity. When you’re…

January 28, 2021

Digital Experience

7 Key Metrics for Evaluating Mobile App Experiences
At the enterprise level, the success of your mobile app – like increased engagements, sales, and loyalty – hinges on…