Why your customers hate your IVR and how to fix it.
Why your customers hate your IVR (and how to fix it) The scene we all know too well We all start off with hope. You’ve carved out the time to call customer support and you’re ready to explain the issue to a fellow human. But instead, your met with…. 📞 “Welcome to [insert the name […]
What metrics really matter in a modern contact centre?
If you’ve worked in or around contact centres for more than five minutes, you’ll know one thing for sure: there’s no shortage of data! So, what metrics really matter in a modern contact centre? Every second, someone somewhere is tracking something. From handle time to abandonment rate, first contact resolution, CSAT and SLA. You name […]