No, the call center isn’t dead. In the last few years, digital channels have seen tremendous growth. People can go online to find answers, send a text, chat with a bot, or even reach out on social media. But while the industry’s focus has shifted to text-based communications, call centers aren’t going anywhere. Last year, Salesforce reported [...]
It's important for businesses to foster customer service growth with the help of scalable methods & technology. Here's what you need to prioritize.
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Wondering how to effectively report on customer service agent performance? We highlight the top ways you can improve monitoring for performance insights.