Latest Articles

3 Best Options for Callback Software

Is your customer service line absolutely exploding? During this strange time of social distancing, customers are probably reluctant to go to a store in person. If they need assistance with your product or service, they’re likely to pick up a phone. That means your customer service agents may be feeling overworked, and the customers calling […]

4 Misconceptions About Customer Service Analytics

Customer service efforts can often feel difficult to quantify. How can you really put a number on customers’ satisfaction with your product or service? That being said, it’s almost impossible to improve on something if you aren’t sure where you currently stand. That’s why customer service analytics are essential; they help you recognize where your […]

How Facebook Messenger Bots Have Changed Customer Service

The concept of a customer service bot is nothing new. Ever since the Internet has been around, people have been seeking ways to automate their customer service and make it easier for people to get the answers they’re looking for. From SmarterChild on AIM to Siri on your HomePod, bots have come a long way—and […]

Popular Articles

4 Ways to Deal with Swearing Customers

The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]

How to Reduce Your After-Call Work Time

As contact centers increasingly focus on streamlining their process to handle more calls in less time, it’s natural to hone in on metrics. The average time to handle a call gets the most attention, but an important drag on your overall productivity may be after-call work time. Here’s a closer look at what managers need […]