The LeadDesk Blog
LeadDesk’s cloud contact center software blogs for everything you need to know to take your sales efficiency and agent experience to the next level
LeadDesk is ISAE3000 SOC 2 Type I accredited by KPMG. But what does this actually mean for you and why is it important?
Effective call center gamification involves planning. Read what you should consider to play games that genuinely drive sales and improve agent motivation.
Agent motivation and churn are major concerns in the call center industry. Use these gamification ideas to support your agents in staying effective and satisfied.
The times when people contacted customer service using one channel are long gone. Studies show that the majority of people make contact using at least three channels. If the only option you offer is for the customer to send an email and assigning them a ticket, you are most likely missing out on your opportunity to delight your customer
Having trouble with the consistency of your customer service? An SLA ensures that the customer service team – outsourced or not – operates with clearly defined targets and metrics that motivate all parties involved to optimize their operations.
Wondering how to ensure that your customer service is fine-tuned to leave customers smiling while ensuring operational efficiency? Quality assurance is a key element in the systematic optimization of your operation.
As you choose a system for your Contact Center, do you focus only on the system or do you think about which vendor you choose? Do you want to buy a shelf item where things are as standardized or do you want a vendor who develops you? We are diving into these questions and shedding light on how we at LeadDesk differ from other vendors.
Self-service is a growing trend driven by both consumer behavior and cost-savings. The relationship between customer service and customer support will strengthen. We will also see the rise of new, highly focused contact centers with expertise to handle demanding cases.
The smart speaker market has been growing by an average of 40% each year. There are more than two million active podcasts. Audiobooks already generate more than a billion in revenue each year. Clubhouse is the hottest social media right now and practically everyone is walking around with headphones over their ears.
2020 suddenly saw millions of people begin working from home full-time. Immediate impacts of the shift were a transition to cloud services. Even as people slowly return to their offices, permanent changes that impact contact centers will remain.
Conversational customer dialogue signifies a shift away from managing customer experience as tickets towards authentic, channel agnostic conversations with customers. This strategy calls for the cooperation of all channels and touch points to the benefit of the customer.
Artificial intelligence, or AI, is the simulation of human intelligence by machines. AI in the contact center industry is entering a post-hype era, where we are finally seeing real-life examples of the benefits, especially in quality assurance.
