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by Andy Watson

Three ways to keep existing customers engaged

It’s no secret that repeat customers have a much higher conversion rate than new ones. On the other hand, 68% of customers will leave if they feel the company is indifferent. It is essential for businesses to actively keep their existing customers engaged. This post will look at three ways...


by Andy Watson

Improving remote customer service through gamification

With the shift in 2020 to remote work, many businesses saw their employees experience a loss of productivity and a sense of social isolation. The customer service functions of businesses were not immune to these trends, as service representatives quickly transitioned from offices to long-term (and in some cases, permanent)...


by Andy Watson

Three misconceptions about Average Handle Time

Average Handle Time (AHT) is a measure of the length of a customer service conversation, whether it be a phone call, messaging conversation, or email. AHT is one of the most-used reporting metrics to gauge the effectiveness of customer service. However, a few aspects of AHT show it may not...


by Andy Watson

What does HIPAA compliance mean for a contact center?

Many regulations and standards have been established to protect the security and privacy of consumer information. The Health Insurance Portability Accountability Act (HIPAA) of 1996 established federal standards for the privacy of health information of individuals – oral, written, and electronic. While HIPAA was initially designed for health organizations, it...


by Andy Watson

The one contact center feature that nobody thinks about – but should

Businesses looking to replace a legacy contact center solution or those interested in implementing a Contact Center as-a-service (CCaaS) platform for the first time have many choices available. It can be overwhelming to look at multiple vendors and perform a feature-by-feature comparison. It may also be unnecessary. The truth is...


by Andy Watson

Three reasons why businesses should integrate their CRM with their contact center

Businesses use customer relationship management (CRM) systems to manage and track customer activities. They use contact center solutions to manage customer interactions. Over time, many businesses have realized that combining the two can enhance the customer service experience. What are some of the key benefits of combining CRM systems with...


by Andy Watson

Two lessons 2020 taught about customer service

Perhaps no business function was more impacted by the events of 2020 than customer service. From logistical issues to unpredictable demand, the year had a tremendous effect on most businesses. What lessons, if any, can be learned from 2020 as businesses move into 2021? SUPPORT FOR REMOTE WORKING IS CRITICAL...


by Andy Watson

TWO THINGS BUSINESSES CAN LEARN FROM REPORTING

An IVR-only call center can enable businesses to serve customers more effectively than a single, direct line, but migrating operations to a full-featured contact center can provide multiple benefits. Perhaps one of the most important is the monitoring and analytics capabilities. Today's contact center solutions can track everything, from high-level...


by Andy Watson

FIVE QUESTIONS TO ASK BEFORE SETTING UP AN IVR

It's no secret that customers want a good experience when contacting a business, but how many bad experiences will it take to make them consider switching to a competitor? A recent survey showed some interesting data: 15% of consumers will consider leaving after just one bad interaction 52% will potentially...


by Andy Watson

Three Considerations for Unanswered Automated Calls

A previous blog post discussed the benefits of using automated outbound dialers for many use cases, such as cold calling, debt collection, and market research. They are more efficient than manual dialing, leading to resources being utilized more effectively, increasing the number of calls per day, and, in turn, growing...