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Employee Attrition Continues to Plague Contact Center Industry: How We’re Changing That
For years, the call and contact center industry has been challenged by one of the highest employee attrition rates of any industry. Various research studies have been commissioned on this topic and the consensus is that benchmark turnover rates fall between 30-45%, which is more than double the average of all industries. In some segments […]
🌟 Exciting Developments in Customer Experience for 2024 🌟
After a tumultuous few years of declining customer satisfaction in connection to the support and experiences provided by companies, 2024 appears poised to reverse this negative trend. In a recent Forbes column, noted industry experts Blake Morgan and Daniel Hong do a great job of outlining why this is a likelihood. Their predictions focus on […]
Navigating Compliance Challenges in AI-Powered Customer Service
Artificial Intelligence (AI) has become a cornerstone in customer service, revolutionizing efficiency and improving experiences. However, the increasing reliance on AI tools presents compliance challenges that extend beyond customer satisfaction. Regulatory bodies, notably the Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC), are scrutinizing AI tool deployment in customer service environments more […]
Bridging the Gap: Meeting Evolving Consumer Preferences in CX
Bridging the Gap: Meeting Evolving Consumer Preferences in CX In a world where customer experience reigns supreme, the recently unveiled Execs in The Know “CX Leaders Trends & Insights 2023: Consumer Edition” sheds light on a compelling paradox. While there is evidence of progress in how brands handle customer service, it is abundantly clear that […]
Creating a Proactive Collections Action Plan Amidst Record Consumer Debt
Creating a Proactive Collections Action Plan Amidst Record Consumer Debt Recent data from the Federal Reserve Bank of New York indicates that American credit debt has reached a historic high, surpassing $1 trillion for the first time. Household debt has surged by $2.9 trillion since the end of 2019, and interest rates on credit cards […]
