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A leadership meeting begins. Reports are shared. Numbers are presented. Terms like AHT, FCR, and CSAT dominate the conversation. But for many executives, these metrics feel like puzzle pieces without a picture. In reality, they hold the key to better decision-making, improved customer experiences, and stronger business outcomes. In this
AI is everywhere. From the chatbot that greets you on a website to the voice assistant that picks up before a human ever says hello, automation has quietly woven itself into the fabric of customer service. And honestly? It’s incredible. AI can respond in seconds, run 24/7 without a coffee
In business, your people are your brand. They’re the voices customers hear, the hands that deliver service, and the personalities that leave lasting impressions. When your team reflects your brand’s values, every interaction becomes an opportunity to strengthen trust. When they don’t, it can create costly disconnects—where the promises in
Why You Need to Disaster-Proof Your Customer Service When disaster strikes, the last thing your customers want is radio silence. A typhoon knocks out power. An earthquake disrupts roads and offices. A sudden health crisis forces your team to stay home. For traditional call centers, these moments can mean hours—or
In customer support, it’s tempting to think that faster is always better. After all, time is money, and reducing how long it takes your team to resolve each issue should save both. But here’s the truth: if you cut Average Handle Time (AHT) too aggressively, you could also cut into