All Topics

215 topics found, sorted by Newest.

Customer Service

Call Abandonment Rate

Learn everything about call abandonment rate — what it means, why it’s important, and how to calculate, monitor, and improve it for your contact center.

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Customer Service

Escalation

Learn what a call escalation is, what its leading causes are, and best practices associated with escalation management.

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Customer Service

Agent Assist

Learn more about what agent assist is, why contact centers need it, and how it can help improve your customer service.

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Customer Service

Hosted Call Center

Learn everything about hosted call centers — definition, benefits, essential features, and the industry-leading call center solution to enhance your agent and customer experience.

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Customer Service

Complaint Management

Learn all there is to know about complaint management, the components that make up a standard complaint management process, and the associated best practices.

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Customer Service

Quality Monitoring

Find out how call center quality monitoring can help you score, evaluate, and improve your agent performance to drive higher CSAT ratings.

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Research & Insights

Market Research

Market research provides an in-depth understanding of consumer sentiment, buying behavior, and demand within the market. Learn how to use market research to stay relevant in your industry.

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Research & Insights

Brand Management

Learn more about implementing effective brand management strategies to appeal to and retain customers and increase revenue and market share.

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Marketing & Advertising

Marketing Management

Learn how companies use marketing management to set company goals, develop business marketing strategies, and implement marketing plans to increase consumer engagement, attraction, and retention.

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Research & Insights

Consumer Insights

Consumer insights help businesses understand customer needs, perceptions, and purchasing behaviors. Learn how to use these insights to make actionable decisions.

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