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Modern call center software features go beyond just helping you make and receive calls.They can help measure your agents’ performance and even tell when a lead is interested in your company. If your business has …

Average handle time (AHT) is one of the most popular metrics to measure the efficiency of customer service agents and organizations. Why? Tracking the average handle time gives you insights into how effectively agents address …

When you are part of a great team, going to work in the morning feels joyous and exciting. There is a special feeling when your teammates are working towards the same goal as you – …

Want to know how to create and use Zoom breakout rooms? With COVID-19, the way we live and work has changed rapidly. Taking our work out of the boardroom and into the living room means …

An excellent customer experience is the key to any company’s success. It contributes to the firm’s customer loyalty, brand advocacy, and sustained growth.  And this is just as true to enterprise customers as it’s to …

Customer service outsourcing is an appealing idea. Farming out your customer care to an outsourced agent can cut overheads significantly, saving you money, resources, and often, a great deal of stress. But it’s definitely not …

Outsourcing is a cost-effective way of handing over specific business processes to a third-party company.  But it’s not without its risks.  You should have a comprehensive outsourcing agreement with the service provider to minimize these …

Curious about the differences between customer service vs customer experience? Many organizations use the terms customer service and customer experience interchangeably. However, they don’t mean the same thing.  From the point of activation to their …