How AI is Transforming Contact Centers CX: 5 Innovations You Need to Know
Discover how a Knowledge Management System can boost your call center’s efficiency and enhance customer satisfaction with streamlined information access.
Understanding the Levels of Customer Service
Discover how a Knowledge Management System can boost your call center’s efficiency and enhance customer satisfaction with streamlined information access.
Mastering Customer Win-Back Campaigns: Strategies for Success
Discover how a Knowledge Management System can boost your call center’s efficiency and enhance customer satisfaction with streamlined information access.
Understanding Call Center Knowledge Management Systems
Discover how a Knowledge Management System can boost your call center’s efficiency and enhance customer satisfaction with streamlined information access.
6 Customer Service Goals That Matter Most in 2025
18 Minute Read Table of Contents Introduction To keep your team aligned around the common cause of creating an excellent customer experience, it’s extremely valuable to set effective customer service goals. Today we’ll dive into the process of setting goals for customer service teams, and explain how to do so in a way that sticks. […]
Improving First Call Resolution Rates
Most customers who call your business have already exhausted all other options. They’ve tried to resolve the issue themselves, looked on your website for the needed information, and maybe even chatted with an AI agent. But none effectively worked. Now they are seeking help from a live agent – and their satisfaction and loyalty lie […]
Utilizing Customer Journey Mapping to Enhance Service
Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers […]
CX Outsourcing: When Does It Make Sense?
Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Yet, with limited time and resources, it is challenging for businesses to achieve excellent customer care. That’s where CX outsourcing comes in. The role […]
How to Improve Customer Service (and How a Call Center Can Help)
In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving […]
The Evolution of Call Center BPO Services
Whether it’s Midge Maisel in The Marvelous Mrs. Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But with the rise of modern technology […]