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How should hospitality prepare for the coming downturn (whenever it happens)?

In a period of turbulent and uncertain economic outlook, there is growing concern about whether the hospitality industry should be preparing for a coming recession. The problem is that the economic indicators analysts commonly look to make predictions…

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Hospitality and Travel Digital Case Studies

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Today,…

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Infographic: Travel and Hospitality 2019 Digital Trends

It’s May, which means that Spring is well and truly here, which means the summer travel season is just around the corner! According to a survey by “Ask Your Target Market”, July is the most popular month for…

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Insurance companies struggling to retain customers might actually be punishing customer loyalty

Findings from a 2018 study by Which? – a UK organization that provides consumer insurance information, advice and recommendations – show that customers who choose to stick with their current home insurance provider can actually end up paying a…

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How to reduce agent turnover by improving agent experience

For most contact centers, agent attrition is the biggest ongoing drain on budgets. Contact centers have an average turnover rate of 30%, with employee resignation attributing to  60% of the cause of turnover. Recruiting, hiring and training the…

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5 ways to cut costs in your contact center

Contact center efficiency is always a top concern for contact centers, looking to handle ever-increasing contact volume without burning out already stressed agents. In the past, we’ve talked about improving customer experience benchmarks, and the baseline benchmarks that companies…

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Important etiquette tips for customer service on social, live chat and email

Social customer service isn’t just a nice-to-have anymore, it’s a must-have. As smartphones continue to change the way we live our lives, consumer expectations for social media customer service continue to evolve. Even just a couple of years…

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5 reasons social customer service belongs in the contact center

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just…

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Infographic: Social customer service expectations in 2019

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital…

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The Importance of Gender-Neutral Language for Customer Service

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because…

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