You notice your contact centre performance isn’t quite right. Average Handle Time creeps up. CSAT begins to fall. Escalations begin to increase. When you start to notice this, how
Ever since we launched call transcription for free to all our customers back at the beginning of 2023, one of the most requested features was
Did you know, your reporting gaps show up fastest in December. Every year, without fail, December exposes the cracks in a contact centre’s data. Suddenly, the reports you trusted all year start to look suspicious.
For years, contact centres have invested heavily in refining IVR menus, tightening call flows, and reducing handle times. The entire service model has been built around the assumption that
December has a strange way of showing you what’s really going on inside your contact centre. As the volumes start to rise, and customer expectations
As November rolls around, the panic sets in for customer service agents. Companies hype up their offers whilst their customers flood in like it’s the
Customer expectations have shifted. Customers want speed, clarity, and human connection and they want this all at once. Patience is at an all-time low, and competition is tougher than ever.
The contact centre world is changing faster than ever before. What used to be a behind-the-scenes department is now a key part of how customers
Introduction In customer experience, trust is everything. Customers might forgive a delayed response or a small mistake, but once their personal information is mishandled, that
