Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.

Business intelligence vs. predictive analytics: Get smart about data-driven decisions

Business intelligence and predictive analytics are often used interchangeably to describe tools and methods for utilising data to make informed decisions. And in this digital age, using so many tools and techniques can be confusing. Read on for an explanation of the major differences between business intelligence and predictive analytics so that you can choose the right approach for your business needs.

Captive contact centre vs. outsourcing: The most overlooked part of retail CX

Omnichannel vs. multichannel contact centre support: Key differences and why it matters

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support.

Retailers: Reverse the ‘Great Resignation’ with remote work options

E-commerce spending is expected to continue going strong even as consumers return to brick-and-mortar stores, according to reports. Expectations for fast and convenient customer support from retail brands will also continue, making it essential that retailers attract and retain talented employees. A key retention driver for employees in retail and many other industries are flexible and supportive work environments.

Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better the customer experience – or so we thought.

Struggling to become digital-first? It’s time to rethink first call resolution vs. first contact resolution

Digital-first: it’s top of mind for many brands that want to meet modern customers’ demands and keep up with (and surpass) competitors. Yet many companies still aren’t grasping what the concept truly means.

Get to know your contact centre workforce: IVR vs. chatbots vs. agents

Inbound vs. outbound contact centre: The right CX destination

Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.

Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.

Outsourcing vs. managed services: how to select the right service for your business needs

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.