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In the modern customer-centric landscape, providing seamless and efficient service is crucial for companies to thrive. Customers want answers to their inquiries now, not in two business days. At most, companies should respond to customer inquiries in 24 hours or less.  An Ipsos Mori study found that the longer a company takes to respond, the

In a world where businesses are constantly seeking new and innovative ways to enhance productivity and performance, the concept of gamification has gained significant traction. Gamification is the integration of game mechanics and elements into non-gaming environments, and it has proven to be a powerful tool for boosting contact center agent productivity.   In this blog

In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential

Maintaining a healthy cash flow is vital for the success and sustainability of any organization. While attracting new customers and generating sales are important facets of revenue generation, an equally crucial aspect is revenue recovery, or collecting payments from customers who owe you money. This is where an efficient collections department becomes invaluable. As economic

Did you know that there’s a goldmine of untapped potential hidden within your data? It might sound surprising, but research has revealed that a whopping 55% of the data in enterprises goes unnoticed, often referred to as “dark data.” Why is this a big deal? Because in today’s business landscape, data is as good as

Customer service is a critical touchpoint in the customer journey. In fact, over 50 percent of customers will switch to a competitor after a single unsatisfactory customer experience. Modern customer service is no longer just about resolving issues and answering inquiries. In recent years, it’s evolved into a strategic tool that can significantly impact a

Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who cares about revenue generation, revenue collections, or contact center ROI and this is what you’ll hear, “Right customer in the right place at the right time.”  This is the baseline requirement of customer engagement for Sales, Collections, or

Running a successful contact center requires a delicate balance of efficiency, effectiveness, and productivity. The key to achieving this balance lies in ensuring that your contact center agents are equipped with the right tools, skills, and support to excel in their roles. As a contact center manager or supervisor, it’s essential to regularly assess and

CUSTOMER SUCCESS Founded in California in 1955, this not-for-profit regional health care provider operates four acute care hospitals, three specialty hospitals, three affiliated medical groups, and a health plan. This provider offers medical services in primary care, heart care, cancer, orthopedics, stroke/neurology, and many other areas. Fast Facts: Challenges Driving Change Delivering care to nearly

In today’s contact center, after-call work (ACW) has become a significant source of time wastage. To collect valuable call insights and data, agents often must create artificial pauses, take breaks between calls, skip summaries altogether, or put customers on frustrating, interruptive holds. Agents spend approximately one-third of their total time engaged with consumers working on