Sometimes it’s Okay To Go Unscripted

According to ICMI Research, 45 percent of consumers will switch to voice for online transactions if their needs aren’t being met or if their questions or concerns are not addressed immediately by an automated system. Therefore, it’s important that contact center agents be prepared to handle calls swiftly and often spontaneously. This means agents must … Continued


Derive Insights From Your Customers’ Social Media Conversations

Today’s consumers are verbose, but not necessarily over the phone. Rather, your customers openly share, sometimes brutally, their honest feedback on your brand’s quality of customer care across a multitude of social media outlets. With that said, businesses ought to cast an eye toward the conversations that are continuously unfolding on platforms like Twitter and … Continued