Benjamin Payne

Facebook Messenger & Customer Experience; A Match Made in Heaven?

If you're in the world of customer service or customer experience, I'm sure you've heard a lot of chatter recently (pun intended) about chatbots, messengers, and other similar channels you can use to interact with customers. These services can be great ways of boosting the...

Contact Center Metrics You Should Be Measuring

I will start off this post by saying the obvious. No, this is not a comprehensive list of ALL the metrics you should be monitoring. Yes, you might already be measuring some of these (hopefully all of them). Without further ado, here they are: 1.…

Letting Customers Serve Themselves

How do you help your customers when they have questions about your brand or offering? What about when they have issues or problems? Traditionally, the way customers have reached companies when things pop up is by phone or email ticket. Let me be clear,...

5 Things to Stop Doing In Your Contact Center

Customers and their needs are changing all the time, so it's increasingly important to keep your contact center at the forefront of these changes, in order to better serve your customers to the best of your ability. Unfortunately, many contact centers today fall short...

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