Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer […]
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What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Meanwhile, wild animals are appearing during […]
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Take a second to reflect on some of your favorite brands. Is it Starbucks whose baristas always remember your name? Or maybe Amazon or Apple, both of which have continually ranked highly for customer experience. One of our favorites is Zappos, the online shoe retailer that is known to go above and beyond for their […]
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