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Customers today have an incredible amount of power over a brand – one bad experience can go viral, instantly, changing people’s perception about customer care and how your company values people. On the flip side, good customer experiences can also go viral – people who have had quick responses to issues, been treated really well, […]

At call centers – whether they are traditional call centers or multichannel contact centers – coaching from the management team can make all the difference when it comes to improving customer loyalty and boosting key metrics such as customer satisfaction scores (CSAT). For call center coaches to be successful, they need to have the right […]

In customer service management, the ability to track, have constant visibility, and improve your key metrics is one of the most effective and proven ways to improve customer loyalty. Key metrics that are commonly followed include the Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Average Handle Time, and Time-to-Resolution. Very few organizations reach 100% […]

Outbound dialing in call centers (calling customers or giving call backs so they don’t have to wait on hold) is no longer the annoying, customer-satisfaction lowering practice it once was. In fact, with today’s outbound calling technology, many customers choose this option, as it allows them to receive a call instead of sitting on hold […]

Overwhelming demand from dealers and end users looking for contact center options to their existing Aura/CM 5.x BBX Technologies had the privilege of being invited by Avaya to several Engage events during the last 60 days, most notably Los Angeles, Chicago, and Atlanta. By far the biggest need that came from the events was the […]