When agents are failing QA, quality blind spots cost contact centers an average of $20,000 per month in missed coaching opportunities, compliance violations, and […]

A comprehensive reflection of how well the contact center’s performance management aligns with industry best practices.

Key Performance Indicators (KPIs) are essential for measuring and improving call center agents’ performance.

Call centers have come a long way from just merely being an answering service for customers a few decades back, to now

Customer Acquisition is critical for every business and without a steady inflow of customers, brands cannot grow and scale

Delivering positive customer service experiences at every touchpoint of the customer’s journey is vital to building a

Identifying customer sentiments has always been the priority for enterprises, as the majority of customers’ decisions are based on how they feel and think about a brand. Through this, brands can decide their business and market strategies and achieve a high customer satisfaction rate. When approached correctly, customer sentiment analysis provides ground-breaking results, making a remarkable difference in their customer’s experience.

Happy and satisfied customers are the base of every successful business. For the majority of businesses, repeat customers are an important factor that keeps them growing. Retaining customers is far better than acquiring new ones citing the time, energy, and resources to be spent. According to research, acquiring a new customer costs 5 times more than retaining the existing ones.

Customer experience is the golden thread connecting all interactions between your brand and your customers. The way you treat your customer ultimately determines whether they will become loyal to your brand. The more they are treated well, the more likely they will come back to you.