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How well are you training your staff? Service is one of the biggest factors that can determine the success of your business and the success of your call center. Look at the statistics: 68% of customers will switch brands based on a poor service experience – Gartner Group 92% of customers form opinions about a […]

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The conversations your call center agents are having with customers may be a valuable source of information you’re ignoring. Are you making the most of interactions by learning from your customers? Are you able to monitor what they are saying and see the patterns in the data? Speech analytics has significant benefits for every aspect […]

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