Service providers face a significant challenge with customer churn Despite the considerable advancements made by telecommunication and cable companies in reducing churn, the rate of customer attrition is currently experiencing an upward trend. Even a slight increase in churn, by just one basis point, can result in substantial monthly losses in customer value, exceeding $1 […]
The Pandemic has Driven the Need for Enhanced IT Help Desk Performance and Efficiency The COVID-19 pandemic has forced many companies to rapidly undergo digital transformation. The sudden shift to remote work necessitated the adoption of new technologies, resulting in employees who were undertrained and physically isolated seeking support from IT help desks to ensure […]
And How to Cultivate a Productive Practice for Your Team It comes as no surprise that contact center sales organizations and quality assurance teams struggle to dedicate sufficient time to listening to sales call recordings for coaching purposes. Outdated technology has not made this task easy. Regrettably, evaluating sales call recordings often proves to be […]
Voice Biometrics in the Banking Sector Voice biometrics in the banking sector involves the utilization of voice patterns to identify and authenticate individuals. This technology adds an extra level of security when granting access to systems or applications. Within the banking industry, voice biometrics plays a crucial role in safeguarding applications and data. It is […]
Manual call center coaching typically involves a supervisor or manager working closely with a call center agent to help them improve their performance. The process usually involves several steps, including monitoring calls, providing feedback, and offering additional training or support. One of the first steps in a traditional call center coaching is to monitor calls […]
Conversational Marketing is an interactive approach to marketing that utilizes real-time conversations to engage users and propel them efficiently through the customer journey. It creates authentic experiences that foster interactions between consumers and buyers. Conversational marketing adopts a one-to-one approach, where brands engage in conversations with customers through calls, chats, or emails. These conversations assist […]
In the contemporary contact center environment, data-driven performance metrics hold utmost importance. With numerous parameters and metrics to consider, one may question the extent of emphasis placed on data. However, in reality, the continuous measurement of performance metrics plays a vital role in shaping the customer experience. Among these metrics, one that remains top of […]
The saying “Actions speak louder than words” holds true when it comes to the interaction between service providers and their customers and prospects. A survey revealed that 70% of respondents believed that businesses made promises to them in the past year, but only 60% felt that those promises were actually fulfilled. Furthermore, nearly two-thirds of […]
At what point does a customer service chatbot transcend its basic function? When it engages in natural communication with AI-powered customer service capabilities. The association between chatbots and customer service has been well-established. However, despite their prevalence, customer service chatbots have undergone minimal changes in recent decades. While they excel at handling basic inquiries like […]
In recent times, artificial intelligence (AI) has emerged as a formidable technology, often called the fourth industrial revolution, that enables machines to think and act like humans. With its ability to push the limits of machine-enabled capabilities, AI is expected to continue making complex decisions and enhancing efficiency in our lives. It is projected that […]