Andrew Mort

Crash and Churn: survey reveals the customer service fails that cause attrition

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all –...

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing annual attrition rates as high as 30%. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it...

Will Emotion Detection Change Customer Experience Forever?

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion detection and analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a...

AI Predictive Maintenance and Proactive Customer Assistance

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The Case for Predictive Maintenance Predictive maintenance refers to the monitoring and collection...

Call Center Culture of Excellence – How to Build it

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage...

Five strategies to improve customer experience in telecoms

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive...

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