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Service Level Agreement Compliance: How to Track Your SLAs

Service Level Agreements (SLAs) are a necessary part of the business-customer relationship. They need to be created with both your company’s unique needs and the needs of your customers. However, there is little point in going through the trouble of...

The Power of Streamlining Customer Experience

Streamlining customer experience benefits businesses, their workers and their customers. Generative AI acts as a powerful streamlining tool improving efficiency and accuracy, driving decision-making and fostering innovation...

New: Harness the Power of Generative AI Summaries with CSAT.AI

You know that your business needs to provide great customer service to compete. You also know that you need to allocate your human and monetary resources to tools that provide a great return for your investment. Now CSAT.AI can help...

Employee Engagement, CX and Happiness

Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business...

6 Ticket Handling Problems to Avoid for Better CX

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid...

Customer Service Business Process Outsourcing: Save Time and Money

An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. A customer service business outsourcing, or CS BPO, makes sense to save time and money...

3 Reasons For Improper Ticket Closing in Customer Support

Documented customer complaints have been around since, well since the first record of one in 1750 BC (which was much harder a complaint to make than sending an email). Closed tickets are happy customers. Or are they?...

Customer Service Escalation: When Human Service is Most Valuable

It’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your...

Customer Service Dictionary: Important Definitions In The Contact Center

Like most industries, customer service has its own jargon - chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms...