News

Vonage has announced new research revealing that about half (47%) of consumers worldwide have increased their use of digital channels to engage with businesses and service providers over the past 12-18 months and 87 percent expect to maintain or increase this level in the next 6-12 months.

Further, consumers’ preference for connecting with businesses using video has soared by 300 percent since January 2020, while preference for messaging apps such as WhatsApp, Facebook Messenger and Viber, has doubled.

It’s never an easy decision to raise membership dues, but a CEO came up with a solution to not only raise dues 10 percent but also provide members with real value—making the whole process seamless and successful.

Associations and member surveys go together like peas and carrots. Here are some highlights from our archives that can get you thinking more strategically about them.

The member survey is one of the most important tools associations have to understand the interests and needs of their members. The right survey can lead to some significant organizational changes—but asking the right questions, and uncovering the right answers, takes some strategy.

One association pro shares successful strategies to regain and rebuild revenue lost to the pandemic.

Filipa Silva at Talkdesk outlines how to achieve the best business results by optimizing the average speed of answer and call average wait times.

What is Average Speed of Answer and Average Wait Time?

Average speed of answer (ASA)– as an agent’s performance metric– shows the average time it takes for agents to answer an inbound call. This includes the time the agent’s phone rings but excludes the time the caller spent in the queue or interacting with an IVR.

We probably agree that agents need to know why, but the bigger question is “Do your agents really know why”? I am going to guess at least half of you might think, “Of course my agents know why customer experience matters! They’re customer service professionals!”

But do they know the relationship between CX, revenue, customer retention, and overall business success? Maybe. What most agents do not understand is the impact they can have on your business success, and it isn’t often shared with them regularly. And certainly, it isn’t a common contact centre measure.

Association leaders are in a position to help improve their employees’ work-life balance—and recent research suggests promoting consistent sleep is one way to do it.

Discussions about leadership often revolve around big-picture things like strategy and vision. But sometimes, good leadership involves a little reflection on Maslow’s Hierarchy of Needs.

One of those needs is a good night’s sleep, and leaders are in position to remind their team just how important it really is, according to a recent study.

You never know when the opportunity of a lifetime will walk through the door… or step onto an elevator. That’s why businessman Philip Crosby wrote in his “The Art of Getting Your Own Sweet Way,” that business people should have a prepared speech ready to present their ideas and benefits at any given moment.

A contact center representative is literally the face of your customer support. It is one hire for which you must exercise extra caution. Here are some traits to look for when hiring a contact center representative.