• 5 Tips for Effective Call Quality Monitoring

    No matter how great your service, there will be times when customers will want to call your brand. They may have a complex issue that is too difficult to resolve on another channel, or perhaps they are most comfortable speaking to a real person. Voice remains a viable method of customer contact: Microsoft reports that 74% of Americans have...

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  • 5 Rules for Giving Customers the Self-Service They Want

    When designing great customer experiences, every brand should think about its self-service. As much as customers appreciate agents who help solve their problems, many prefer to resolve simple issues themselves. Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Here are five rules for creating self-service options that truly benefit your...

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  • 5 Common Customer Service Complaints (And How to Resolve Them Quickly)

    If your customers are complaining about the same issues, take note. While your service may need some improvement, there’s no need to get nervous or irritated. These customers are doing you a favor—if many people have the same concerns, it’s actually easier for your customer service team to satisfy many customers at once when those issues are tackled. Here...

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  • 6 Ways to Engage Customers on Social Media

    Social media platforms are the most unique of all the channels used for customer engagement. On one hand, they are excellent for responding to customer service inquiries. However, their inherently fun and personal nature also make them ideal for telling brand stories, sharing interesting visual content, and engaging customers in conversations proactively. And statistics show that customers are definitely...

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  • Putting Your Chatbots to Work: 5 Tips to Consider

    As artificial intelligence continues to change the way in which companies interact with customers, chatbots remain a key player in delivering this modern form of customer service. These digital assistants are more than just a passing trend: Mindbrowser states that 96% of businesses believe chatbots are here to stay. Business Insider adds that by 2020, over 80% of brands...

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  • 5 Ways IVR Systems Power Great Customer Service

    IVR systems are among the best technologies for empowering customers through automated service. Whether customers want to look up information on their own or connect with an agent, such a system can save them time by ensuring that they are routed to the right place or person every time. In addition, contact center employees can enjoy a greater sense...

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  • What Millennial Customers Are Looking for in 2019

    Why do millennials matter so much to brands? For one, they represent a massive population—in the U.S., they are expected to overtake Baby Boomers this year as the country’s largest generation. But more importantly, their expectations and preferences embody what many companies feel the customer experience should be for all demographics: superior service, technologies that drive efficiency, and authentic...

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  • 6 Tips for Sending Perfect Customer Service Emails

    While rapid service is in great demand these days, sometimes your customers actually want to slow down and write you a thorough message. When a situation calls for more detailed explanations, many customers turn to a prime communication channel that most of us could not function without: email. According to Forrester, email is actually the most commonly used digital...

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  • Unstructured Data: Where the Voice of the Customer Lives

    When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Rather, it is unstructured data that contains such insights: All...

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