As experts in forecasting, we know call volume spikes are inevitable and not always predictable. From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. To preserve customer loyalty and sustain healthy CSAT […]
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Remember those sandcastles you built as a kid? Constructing sandy towers and driftwood drawbridges was a blast. That is, until a powerful, unexpected wave swept the beach and water flooded that little kingdom. Only those prepared with a deep and expansive moat remained safe. For everyone else, all of that hard work would be undone. […]
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Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at […]
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