With contact center compliance getting more difficult, contact center managers seek solutions.

Avoiding the Mounting Contact Center Compliance Squeeze

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Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance […]

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selfservice

Finding the Right Self-service Mix in Your Contact Center

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Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can […]

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quality customer feedback

Gain Quality Customer Feedback and Avoid the Creep

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Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short […]

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