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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…

November 22, 2023

Contact Center

How to Communicate with Angry Customers: 15 Quick Tips
Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t…

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 30, 2022

Contact Center

How to Design a Call Center Rewards Program
Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and…

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 16, 2021

Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience
Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows. Customers…

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…