We’ve all heard that familiar voice tell us “This call may be recorded for quality assurance or training purposes.” It’s true—having a call recording system for your business can lead to many benefits, one of which is training your customer service team to serve customers well! But there are many other benefits, as well, from […]
Underestimating the importance of your numbers will start your 2020 off on the wrong foot.
An emerging class of technology is helping companies use analytics to better understand customer journeys. Here are the capabilities at your fingertips.
What do you do when a customer service rep is struggling to perform? In certain cases, it’s clear that the person isn’t a good fit and should be let go or transitioned to another position. However, sometimes a rep has all the right qualities and the desire to be of service, yet continues to miss […]
As firms decouple data from the technologies in which they operate, the omnichannel strategy is evolving. Here’s what your firm needs to consider when developing this type of strategy.
It’s hard to improve your customer service if you aren’t sure what you should be tracking.
Implementing a ChatBot for your business can seem like a great idea, but like any other tool, it has its major pros and major cons.
Scrum meetings are events from the technology world designed to help get everyone from your team quickly on the same page about critical projects. During a scrum, the overall status of a project is outlined, as well as the critical actions that will be covered over the course of the day by different team members. […]
Midyear has arrived. Here’s how to keep your marketing plans on track for the second half of 2019.
Midsize and enterprise companies are increasingly hiring marketing analytics directors. Yet, for many companies, it’s not clear what directors need in these positions to succeed and thrive. What does a marketing analytics director really do, and how can companies set them up for maximum productivity and impact? Here’s a closer look at three tips to […]