Reading Time: 7 minutesThere is a hot ongoing debate nowadays about customer journey and experience personalization. You might have heard different arguments supporting or undermining the idea of hyper-personalization of today’s customer-business relationship. One thing is for sure, the customer care industry is rapidly growing and personalized customer service has started to become an important part of it.
Reading Time: 4 minutesThere’s no doubt that ever-more sophisticated new technologies are shaping the world around us, turning seemingly impossible ideas into reality. While a few years ago many groundbreaking concepts – such as video chat, Wi-Fi routers, and 4G technology – seemed impossible, today they are part of our everyday lives.
Reading Time: 3 minutesOne of the most important metrics a call center can measure is its first call resolution rate, which shows whether or not a customer’s need is properly addressed for the first time by the customer service team. First call resolution (FCR) is the main indicator of customer satisfaction, which as we all know, is the backbone of any successful call center.
Reading Time: 3 minutesAs multilingual customer service departments are on the rise, call center agents often find themselves experiencing language barriers with customers during phone conversations. Language barriers may be based on agents and customers speaking different languages, and can also result from differences in regional dialects and accents, and bad phone connections.
Reading Time: 5 minutesAn unexpected power outage can present a nightmare scenario to any business that does not have a reliable call center disaster recovery plan in place. You may not think so, but even a brief outage can cause major operational disruptions to organizations.
Reading Time: 5 minutesOn May 25 this year, the General Data Protection Regulation (GDPR) came into force. After a two-year preparation period, it’s now official: organizations need to ensure that the way they store and process data complies with the new rules outlined by GDPR.
Reading Time: 3 minutesIf you want to run a successfully operating call center, efficiency is vital. Just ask any call center manager what’s their most important mission when it comes to managing the call center, and chances are they’ll tell you: it’s increasing efficiency.