Your business probably interacts with hundreds of customers across various communication channels every day. Each interaction holds a vast amount of data regarding your customer’s concerns, expectations, and even about how satisfied they are with your service. Interaction analytics (IA) helps you analyze all this unstructured data to personalize service and avoid negative interactions. In this article, we’ll explore what interaction analytics is and how it can benefit your company.

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. Zendesk and Freshdesk are two of the most established ticket management software platforms in the space and are used by hundreds of thousands of companies around the world.

54% of consumers worldwide report that they now have higher customer service expectations than just a year ago. That said, quality customer service software can help you streamline your business activities and improve the quality of your customer service. The software is more efficient as it captures more valuable information necessary for improving your business. Here, we learn more about customer service software, its benefits, and how to find the best one for your business.

Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can you improve existing processes, make better staffing decisions, and ensure customer happiness. The best way to get these insights is by measuring customer service key performance indicators or customer service KPIs. In this article, we’ve covered everything you need to know about customer service key performance indicators.

Enterprise leaders traditionally focus on efficiency as a measure of business success, but productivity should take on a bigger role.

Education project management software can transform learning experiences. Before the use of software, educational teams collaborated in meetings rooms and teacher lounges, and student reports were sent home to parents in crisp brown envelopes. Those days are gone. Times are changing and educators now have a wide range of digital collaboration tools to choose from.

Grupo Cepas, an Argentine company dedicated to the production of beverages, invested a lot of time and effort in the manual management of IT processes. The use of paper forms and ineffective communication through email created a bottleneck effect where processes were slowed down with any delay. They had a ticket system, but it was used to manage IT industry requirements, not end-user orders.

Social selling has impacted the market ever since we started trading products. A gentleman in 1600s Italy could visit a family member, adore their new statue, and ask where they got it. Market analysis indicates that consumers influenced by social media are four times more likely to spend more on purchases. That’s over standard advertising. With the market shifting, it’s essential that your company has a strong handle on the social market and how to use it to your advantage.

From hiring suitable agents to setting the right goals, contact center performance management involves a lot of tasks and processes. And while life as a contact center manager can be hectic, you can ease the workload with the right techniques and tools. In this article, we’ll cover what contact center performance management is and provide 11 tips to manage contact center performance easily. We’ll then cover three major challenges of performance management in a contact center.

Managing call center operations is no easy task. With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer support. Fortunately, call center workforce optimization software can help you streamline your customer support efforts by maximizing your call center agents’ skill sets and availability.