November 24, 2020 Social listening Do you know what your customers are saying about you? You probably think you have a pretty good idea of their perception of your
November 24, 2020 The revolution of voice assistants If only I had a personal assistant to help with life management and admin. How many times have you longingly imagined this? Between washing
November 24, 2020 Contact Center Glossary Contact Center software – This is the main technology tool that enables your contact center to operate productively by providing all the necessary features
November 24, 2020 Retaining talent in your contact center, 2020 challenges Here at ICR Evolution, we know that employee experience (EX) is just as important, if not more, as customer experience (CX). Retaining your employees
November 24, 2020 5 tips for a better quality of service in your contact center Who hasn’t desperately waited on the phone for ages to speak to someone, wishing for the annoying hold music to stop? Who hasn’t considered
November 24, 2020 Top 6 customer service metrics for your business To keep providing great service to your customers, and in turn keep your business profitable, it is essential to know how your customers as
November 24, 2020 7 KPIs you should be tracking in your call center A KPI or Key Performance Indicator is defined as a metric that allows for the measurement of the efficiency of something you’re doing. In
November 24, 2020 Writing a good call center agent script Whether you run a telesales outbound call center or an omnichannel inbound contact center (or both), having scripts or at least a guide to
November 24, 2020 What does a call center advisor do? As we’re considering the purchase of a product or service, we’re bound to need more information, and this may be even more common in