What makes customer journey mapping for B2B different from B2C?
B2B customer journey mapping is more complex than B2C – discover the crucial differences and build an effective map.
How do you calculate and lower the churn rate?
High churn rate? Learn to calculate, predict and lower it with proven customer retention strategies.
AI is growing rapidly. But the real shortfall is not in technology, but in practical experience.
According to recent figures from Statistics Netherlands, one in six Dutch companies now uses AI. That is a doubling compared to two years earlier. Especially applications around marketing and sales stand out: of the companies that use AI, 35% use it for that purpose. Text mining, natural language generation and speech recognition are also clearly […]
How do you plan and manage workforce management in the contact center?
Smart planning in the contact center: from reliable forecasts to real-time adjustments – discover the complete approach.
What should be in a customer service level agreement?
Everything a customer service SLA should include: from KPIs to escalation procedures. Learn how to set and meet standards.
Why is CES a better predictor of churn than CSAT?
Satisfied customers leave anyway – find out why CES predicts churn better than CSAT.
What is FCR and how do you improve First Contact Resolution?
Learn how First Contact Resolution works, what a good FCR score is and how to improve it step by step.
What is a good AHT and when are you chasing the wrong number?
No universal AHT standard exists – discover when a low score is precisely a warning signal.
How do cloud solutions improve the customer experience in customer service?
Outdated systems are costing customers and employees time. Discover how cloud solutions are transforming customer service.
Where is customer data stored in cloud customer service solutions?
Where does customer data end up in cloud solutions? AVG rules, storage locations and smart questions to ask your vendor.