What Is Sentiment Scoring?

What Is Sentiment Scoring?

How do customers really feel about your company? Approximately 90% of customers rely on the quality of customer service they receive when deciding whether or not to keep working with a business. A bad experience with a customer service representative can...
What Is Voice of the Customer?

What Is Voice of the Customer?

Listening to the true Voice of the Customer (VoC) has never been as critical and demanding as it is today. As each consumer’s needs are different, understanding each one is vital to a great customer experience (CX). Creating powerful customer experiences...
What Is Wrap-Up Time? 7 Ways to Reduce It

What Is Wrap-Up Time? 7 Ways to Reduce It

Call center agents play a critical role in facilitating the customer relationship. In 2020, the percentage of customers who had contacted a customer service department within the last month remained well over half. Customers rely on contact centers and...