Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue ...

Scenario 1: Handling an Angry Caller Imagine receiving a call from ... SQM’s research shows that 14% of customers who call a contact center define their call as a complaint.

High Call Center ... handling times could be directly related to slow, outdated systems. If legacy software is contributing to your queue issues, here are tips to help you fix the problem. Complex ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in ...

11 New Call Center Statistics, Including Turnover Rates of 30-45% Your email has been sent Do you know the most important metrics to measure in a call center? Uncover essential call center ...