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Customer Experience
3 Tips for How to Improve Customer Satisfaction
A new report by the CFI Group tells us something interesting about how to improve customer satisfaction. The report finds that the general index for customer satisfaction with contact centers is down 3% since 2018, and even more from it’s high in 2015. Table of...
The Future of CX is Here and it’s Seamless, Personalized, and Data-Powered
In the era of Twitter call outs and Yelp protecting your brand perception is of paramount importance. From headlines shaming airlines for lost baggage and delays to trending complaint hashtags, customer experience has become a matter of public record. The ubiquity of...
Agent Experience
What is the Cost of Hiring and Onboarding New Agents?
While the cost of hiring and onboarding new agents is high, it is not just the onboarding process that is costly. The reason you are bringing a new agent on board in the first place is most likely due to a vacancy created by an agent’s departure. When you lose...
Are Your Agents Developing Skills That Won’t Be Automated?
Don’t worry about which jobs will be replaced by AI systems. Instead, try to understand aspects that will be replaced and hone those skills in your call center. Automation and human agents can beneficially work two aspects of the same job. Knowledge and...
Digital Transformation
Tips for Operations Leaders: Managing Your Contact Center Through a Recession
The economy is facing uncertain times in the upcoming year, with some parts of the world fully in a recession and others bracing for one. Macroeconomic forces created on the tails of COVID have left contact centers from financial services to retail to the tech sector...
Digital & Data: The Building Blocks For an Account Recovery Management Overhaul at United Collection Bureau, Inc.
The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation. This is especially true for outsourced AR agencies where compliance, costs, and competition leave many agencies cautious of utilizing digital...
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