Eivind Jonassen

How To Best Handle Long Wait Times In Your Contact Center

Although most companies will claim that “your call is important” to them, bad planning and lack of resources create a situation where long waiting times become the norm. A norm turning most customers to look elsewhere to meet their needs. Don’t be the norm. It...

Most Businesses Are Good At Delivering Poor Customer Service

Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 700 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80%...

4 Keys To Delivering Outstanding Customer Service

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay...

The Impact of AI and the Empathy Economy on the Customer Service Experience

Why you should reinvent your organization to take advantage of the best of digital and human capabilities In recent years, AI and machine learning algorithms have held the world spellbound with rapid pace of development and integration in various industries and verticals. The all-pervasive premise:...

These 3 Reasons Explain Why Omnichannel Sucks

Here’s why your omni-efforts are failing your business. Source Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP…

First-time Response And First-time Resolution: What You Need To Know

Introduction It's no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple. Customers...

5 Ways To Enhance The Customer Experience

As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect...

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