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ARE WE THERE YET? MAPPING A PATH TO PERSONALIZATION

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3 REASONS WHY PEOPLE DISLIKE CUSTOMER SERVICE

When was the last time you had great customer service? You probably remember it very clearly: one brand that stood out amongst the others as doing a fantastic job of meeting your needs in a courteous and timely manner. Really, it’s a shame that it’s

CUSTOMER LOYALTY: IT’S NOT YOU, IT’S ME

In this day and age, customers want things now. We all know this. Customers also want to be able to reach their favorite brands through any method at any time. While many organizations understand that this is going on, most haven’t made this possible for

WHAT MAKES FOR A HAPPY TEAM?

Keeping agent morale high has always been one of the biggest challenges faced by contact center operators. Historically, agent churn makes it difficult for most operations to keep that tight knit sense of family and community. Not just that, it means more time and resources

TOP 3 REASONS REAL-TIME ANALYTICS ARE VITAL

We live in the age of “right now.” Customers and executives alike demand to see instant results, whether that be immediate connection to an agent, quick resolution of customer inquiries, etc. From a business standpoint, having real-time details about the operations of all contact centers

THE TECH THAT WILL SHAPE 2017

So much happened in the tech space in 2016, especially in regards to what innovative technology means for customers. We saw the promise of AI start to deliver through digital assistants and connected home devices. We saw the once-futuristic idea of virtual reality become a

NEVER FORGET WHAT THIS SEASON IS ABOUT

‘Tis the season! As the holidays are winding down, we begin to look ahead to what 2017 has to offer. We might have received all of the gifts we were hoping to get; we’ve filled our stomachs with delicious holiday meals; we’ve gathered with friends

NEW YEAR, NEW YOU: MEETING CUSTOMER DEMANDS IN 2017

It’s not just our own expectations that count. While it’s great to set standards for ourselves and for our businesses, there’s really only one set of expectations that we all have to meet: the customer’s. No longer are our own standards enough. Internal benchmarks and

WHY ARE YOUR CUSTOMERS LEAVING?

Answering this critical question will not only aid companies in determining when customers are leaving, but how they can stop the exodus. Here are the most common reasons customers are leaving: 1% Death 3% Moved Away 5% Bought From a Friend 9% Went to a Competitor 14% Price 68% Perceived

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