Five Critical KPIs When Considering Self-Service

Five Critical KPIs When Considering Self-Service

Five Critical KPIs When Considering Self-Service Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee...
Four Keys to Customer Service Success in 2021

Four Keys to Customer Service Success in 2021

Four Keys to Customer Service Success in 2021 After the upheaval of 2020, customer service leaders entering 2021 must focus on four critical functions to guarantee customer satisfaction this year. Each aspect plays an important role in the overall customer service...
Automation Isn’t For Everything (But It Is For A Lot)

Automation Isn’t For Everything (But It Is For A Lot)

Automation Isn’t For Everything (But It Is For A Lot) The Pareto principle proposes that for many events, 80% of the effects come from 20% of the causes. The principle has been tested by many industries and businesses around the world and has proven to be true for...