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Blog

Mar 21, 2018

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

Traditional QA processes only check 1-5% of customer case data. The time it takes to manually check all of your CRM data for accuracy requires tons of resources, including a team of highly-trained QA agents. But there's a better way to ensure that 100% of your cases are accurately coded. Here is a 4 step process for cleaning up your data using automation.
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

According to Statista, there were over 600 consumer product recalls between 2015-2016 alone. The damages related to a product recall can be devastating. From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Feb 09, 2018

5 Ways to Minimize Agent Turnover in Your Contact Center

Contact center agents are on the front lines with customers every day, and the customers aren't always happy. The stress of this role can take a toll on agent happiness and the quality of service they are providing. This often leads to agent turnover, a problem many contact center's face. It happens because agents aren't always receiving the tools they need to effectively deliver great customer support. From the interface they use to their scripts, here are five ways to improve agent engagement and reduce turnover in the contact center.
Nov 04, 2017

The Evolution of Relationship Marketing

Relationship marketing now means that businesses must engage with customers and offer meaningful, useful (not to mention authentic!) information or be left behind - customers no longer want to be talked at or marketed to. Instead, savvy marketers must understand that businesses no longer control the conversation surrounding their brand.
Nov 03, 2017

Is There a Place for Chatbots in Your Organization?

With increasing attention being given to artificial intelligence, AI bots or chatbots are becoming a more viable option within enterprise support settings and for retailers and brands who offer digital customer care.
Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

In today's viral world where both positive and negative service experiences quickly spread via social media, companies with many different store locations must know that your brand reputation is always at stake, even when individual stores may be at fault. It is in every brand's best interest to be focused on supporting your store locations from the start.
Sep 12, 2017

What's the Point? 5 Key Objectives for Customer Service Systems

What's the point of customer service? If you answered, "Resolve customer requests and issues in a timely manner," you'd be partially correct. While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Sep 06, 2017

How to Improve Average Handle Time in 5 Simple Ways

How can you improve your agents' handle time and also provide a truly great customer service experience? Provide them with the tools, training, and resources they need to succeed. Here are five steps to improving AHT, while still providing quality service.
Aug 14, 2017

How to Compete with the Top E-Retailers

Every month, more people visit Amazon than visit their own families. (Of course, maybe if they could show up to see their families at 2 AM in their pajamas and leave with boxes full of shoes, electronics, and groceries, they’d choose differently!) Consumers love shopping online, but they have quite a few complaints, too. And when it comes to the biggest online retailers, consumer frustrations have one common theme: lack of a personal touch.
Jul 04, 2017

Delight Your Customers with Live Chat Support

In today's age of technology, the way we communicate has shifted. People are not just interacting differently among family and friends, but the channels where they engage with brands have changed as well.