Managing Your Metrics: KPIs That Drive Customer Experience

As a leader in your contact center, you’ve likely done due diligence on Key Performance Indicators (KPIs). While you’re familiar with the concept, you may not be certain on which are the most important for your center to regularly analyze. Below, we’ve laid out some of the most critical metrics that you should be tracking … Continued


Building a Business Case: Outsourcing Your Contact Center

If your company looks at your contact center as an expense rather than a return on investment, it’s likely you underestimate the critical role contact centers play in delivering outstanding customer service.  Understand though, your contact center is the best way to keep a pulse on your customer satisfaction and experience, from acquisition to retention, … Continued


The Phone is Still Vital for Your Business

In a society full of tweets, texts and typing, it may come as a surprise that phone calls remain the preferred channel of communication when it comes to your brand’s customer service. Tried and true, customers prefer actual voice communication for a plethora of reasons, but above all else, simply because it is the easiest … Continued


You Get What You Pay For, Period.

Picture this: You’re driving home from work and pondering what to pick up for dinner for your family. To your left, you see a drive thru with those famous gold arches, and to your right is a health foods grocery store. You’re contemplating whether you should spend a quick $15 on some greasy fries and … Continued


Build Brand Loyalty with Active Listening

It’s been said time and time again that effective communication is key to any successful relationship. While applicable to the conversations between you and your children, significant other, and coworkers – one of the most important places for this principle to occur is within your contact center. So, how can something so vital to success get … Continued


Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.   … Continued


Are You Chasing the Wrong Metrics?

You’re going on a trip to a new place three hours away, so you plug the address into your GPS and hit the road. Unwittingly, you type the right address, but in the wrong town. But without any proper context for your surroundings, you only learn of your mistake after you arrive at the wrong … Continued


For Fundraising Campaigns, Still Nothing Like the Human Touch

Few contact center leaders will question the idea that artificial intelligence is set to be a staple of their operations for years to come. Not only can chatbots or virtual assistants make your customers lives easier, but it can make life easier for your agents as well. Despite the nearing ubiquity of artificial intelligence, not … Continued


The Curious Case of Carter Wilkerson

Late last year, 16-year old Carter Wilkerson hopped on Twitter to ask a seemingly innocuous question to fast-food titan Wendy’s: how many retweets would it take to earn him a year’s supply of free chicken nuggets? Playfully, the restaurant’s social media team immediately jumped on the opportunity, tasking the teen with reaching 18 million retweets … Continued


Three Misconceptions About In-House Contact Centers

There’s no debate that having a robust customer service department is integral for success in today’s business landscape. But while this much is certain, there remains a striking divide among customer service executives as to how to provide that support. While there has been a massive migration towards outsourcing of contact center operations, many businesses … Continued