Author: Luke Benjamin

Did you know that approximately 85% of people prefer to resolve their issues in real-time over a phone call rather than through email or chat? This preference highlights a critical…

Did you know that an estimated 265 billion customer support calls are made each year, with a significant number not meeting quality standards? Every customer interaction can sway your business,…

Did you know that on average, call centers operate at only 65% to 70% capacity due to shrinkage? This startling fact sheds light on a crucial aspect often overlooked in…

By 2021, over half of call centers had embraced AI strategies, revolutionizing contact center dynamics. Today, we’ll explore several fascinating real-life examples of AI in contact centers, transforming technology is…

Did you know that the average call center processes thousands of customer interactions every day? Each of these interactions generates bits of information that, when managed wisely, can become a…

Did you know that 90% of leading marketers say personalizing the customer experience is crucial for success? At the heart of this personalization journey lies the understanding of customer sentiment….

Did you know that over 50% of businesses consider customer experience delivered through contact centers as a competitive differentiator? In customer service, the efficiency of your call center is not…

“Data is the new oil.” This bold statement from The Economist highlights a pivotal shift in the global economic landscape where data, not oil, drives growth and innovation. In this…

Did you know that phone calls to businesses convert leads into customers at a rate 10-15 times higher than web leads? In digital marketing, leveraging every conversation is crucial for…

Did you know that, according to recent studies, businesses using dashboards and data visualization can improve their operational efficiency by up to 30%? In the realm of customer service, call…