Customer service always deals with customer issues. Customers generally do not simply call in to chat about how amazing the services or products are. When they call, they usually have a problem or concern. Therefore, customer service agents deal with customer problems all the time. However, sometimes some customer complaints need special attention. In some...

This common approach to call quality monitoring is costing businesses valuable time and opportunities to grow their business.

We have previously talked about how to improve customer service by handling your contacts smarter. For example, read our article about how to handle emails more efficiently. In this post, we focus on customer feedback. We share a couple of use cases how text analysis of customer feedback can help you improve the customer experience...

It is generally known that if a person has the freedom to choose and there are several services available on the market with different levels, they will spend their money where they get the best service. Here and there we see different service providers advertising themselves, using the “our customers recommend us” slogan! Our NPS...

Successful people follow simple rules in their everyday lives. It’s a known practice that dealing with positive activities improves your own positivity and power. Psychologically it also prepares you for other kind of activities that might be completely different in nature. This is the mindset we want to take to call and contact centres as...