All Topics
182 topics found, sorted by Newest.
What Is First Contact Resolution (And Practical Tips to Improve It)
Modern customers don’t want to contact brands repeatedly to get an issue or concern addressed. Learn about first contact resolution rate — and why it is important for your support quality and brand reputation.
What is Workforce Engagement Management?
Learn about workforce engagement management and its components, and why your business needs to actively work towards improving workforce engagement.
Call Center Coaching – Tips & Techniques
Discover what sets call center coaching apart from training, understand its benefits, grasp the core principles and learn key techniques.
What is computer telephony integration and how does it work
Learn all about computer telephony integration and how to leverage it to empower agents with a single interface for all business communications.
Customer experience marketing: A detailed guide
Get to know more about customer experience marketing (CEM), its important, key elements and challenges — along with some real-life examples.
What is customer effort score and how to calculate it
Learn all there is to know about customer effort score (CES) and how and why brands leverage it to improve customer experience and retention.
Intelligent virtual agent: Definition, benefits and uses
Explore the differences between virtual agents and chatbots and find out ways to leverage virtual agents for improving your customer service.
What is Customer Lifecycle Management and How to Create a Strategy
Omnichannel customer service [+Benefits, Examples & Strategy]
Learn all about omnichannel customer service and how to leverage it to create a friction-free customer experience.
What is Net Promoter Score [+Why does it matter]
What is net promoter score? Learn how to calculate NPS, how to interpret it and ways to improve your net promoter score.