Top Ways to Create a Personalized Customer Care Experience

The degree of attentiveness and dedication that today’s consumers expect from their favorite brands’ has hit an all-time high. Just think about it; consumers need multiple modes of contact, immediate answers and even customized messages that target their personal needs. And, due to these sky rocketing demands, businesses must do their due diligence to meet … Continued


Are You Spending Enough Time on Quality Assurance?

When’s the last time you received a well-rounded view on the quality of your contact center’s procedures? If you don’t use a regular method of quality assurance to stay abreast of recurring issues—think frustrated customers and ill-informed agents—then you aren’t serving up the best possible quality of customer care. Rather than turn a blind eye … Continued


Leverage Big Data to Make a Customer-Agent Match Made in Heaven

In the not-too-distant past, customers were randomly matched with contact center agents based on the order in which their call was received—essentially like rolling the dice. Suffice it to say, this system was less than ideal as it often resulted in mismatches between callers and agents. Research shows callers have many different preferences that need … Continued