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7 Things Amazing Agents Do Differently

7 Things Amazing Agents Do Differently

Customer service agents have a tough job. So tough that the industry has a 30-40% turnover rate. From taking calls that are not always happy to juggling multiple tasks, customer service is a complicated and nuanced task. What are seven things amazing agents do...
Types of Triggered Messaging Campaigns with Examples

Types of Triggered Messaging Campaigns with Examples

Customer service thrives on personalization. When executed correctly, it can lead to higher engagement, greater customer satisfaction, and even higher sales. One study found that 70% of companies that use advanced personalization techniques see an ROI of 200% or more...
How to Improve Contact Center Collaboration

How to Improve Contact Center Collaboration

Contact centers are driven by agent productivity. Because of this, emphasis on individual agents’ achievements is the norm. While this can encourage productivity, it also creates a competitive atmosphere that makes collaboration difficult. So how do improve contact...
8 Best Practices For Building Performance Dashboards

8 Best Practices For Building Performance Dashboards

Quality performance is one of the strongest drivers of customer satisfaction. You can easily improve performance by leveraging performance dashboards. They support the decision-making process and offer a central location to monitor key performance indicators (KPIs)....
How to Improve Average Handle Time

How to Improve Average Handle Time

Average handle time (AHT) is a metric used to measure the amount of time each call or live chat takes in the call center. How is Average Handle Time Measured? Average handle time (AHT) is the amount of time an agent spends handling a customer inquiry from beginning to...