Category: Contact Center Management

28 blogs
7 statistics that illustrate the importance of a good call routing strategy

7 statistics that illustrate the importance of a good call routing strategy

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. The same study revealed that 52% of businesses plan to invest in artificial intelligence in the next year, which can strengthen business continuity as well as streamline operations, and improve CX. Busy times, indeed!
5 things every contact center leader should know about customer acquisition cost

5 things every contact center leader should know about customer acquisition cost

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting. As the late US football coach Vince Lombardi said, "It takes months to find a customer… seconds to lose one.”