Blogs and Insights
Resources
Unlocking Hidden Revenues: Interactions to New Business
High CSAT customer interactions can be great for businesses - not only for customer service but for new revenues.
Beyond Call Sentiment: Why CSAT Matters
AI Agents can create great value, but trust factor is a barrier to adoption. There is a way to show the effectiveness … easily!
Is Your AI Agent a Profit Booster or a Profit Drain?
AI Agents can create great value, but trust factor is a barrier to adoption. There is a way to show the effectiveness … easily!
CSAT: Your Secret Weapon Against Customer Churn
Customer churn is expensive in more ways than one. CSAT is the primary indicator of churn. Know thy customer … and thier intentions!
Customer Surveys: A Blunt Tool for CSAT Assessment
The importance of customer satisfaction (CSAT) is not lost on businesses. Yet, most contact centers engage with customers without a quantifiable…
Call CSAT: Opportunity for UCaaS/CCaaS Providers
UCaaS and CCaaS providers can use call CSAT to create more value for their customers … and to make themselves an extra buck.
Charge disputes: The Hidden Tax that Eats into Profits
Charge disputes are more than revenue losses for merchants. There are both direct and indirect costs. It is much more of an iceberg than meets the eye.
Unleashing the Power of Call Intelligence
Call intelligence tells you much about the customer’s need and happiness, but it also tells you about the agent. Over a period of time, it is a treasure trove.
Contact Centers: Should We Measure CSAT or NPS?
The significance and impact of customer experience (CX) in the contact center is huge. As the adage goes, you can’t improve, what you can’t measure. So what is the right measure?