More than 97 percent of Americans own a cellphone. Of that, 85 percent own a smartphone. That’s according to a study published in April 2021 by the Pew Research Center. Our smartphones have become a reliable form of reaching our … Read More
Insights
Insights
How to Ease Your Employees’ Anxiety and Reopen Your Workplace
In the past year, many employees, including contact center agents, have been working from home. They’ve been enjoying easy access to their kitchens at breaktime, a significantly shortened commute, and furbabies and loved ones supporting them throughout their workday. For … Read More
How to Reduce Average Handle Time in a Contact Center
Picture it. Your customer service agents are busy, then comes a new wave of callers. Hold times are increasing. People are frustratedly waiting. Your team is getting tired. What do you do? Here we explore strategies to reduce average handle … Read More
How to Help Your Customer Care Agents Recover from Difficult Calls
If you’ve ever worked in customer service, you know that each day brings new stories, some funny and others not, of the things your customers have said or did. From the customer who accidentally destroys your product and demands a … Read More
Should Your Business be using Text Messaging?
Customer service is important to you. Perhaps you’ve implemented email, telephone, social media, or maybe even live chat support. But what about text messaging? Your customer has their mobile device with them all day long. It is the easiest way … Read More