About the author

Sushman Biswas

Sushman Biswas

Sushman is the content manager at ThinkOwl and writes about how customer-obsessed brands can succeed with AI. Coming from a B2B publishing background, Sushman strives to make dry, technical copy engaging. When not writing, he enjoys craft beers and motorcycling holidays.

Other Posts

The Beginner’s Guide to Chatbots in Customer Service

The world today is experiencing the magic of artificial intelligence and the customer service industry is no different. AI in customer service has been seen in the form of chatbots that are well equipped with conversational software to help navigate customer queries and has evolved to do so much more in recent years.

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Decoding the Impact of CCPA for Contact Centers in 2020 and Beyond

The California Consumer Protect Act (CCPA) went into effect earlier this year, compelling organizations that have operations or customers in the state to comply with certain data privacy and security mandates. For contact centers however, CCPA compliance might not be optional as California accounts for nearly 12% of the U.S. population. So, there’s a good chance your customer service team processes California citizen data.

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10 Essential Customer Service KPIs You Need To Track Now

From a customer’s perspective, customer service is an experiential process, and so, it’s difficult to quantify. It can be either good or bad, fast or slow, helpful or unhelpful, among other factors.

However, for organizations, it’s a different game altogether. With the availability of sophisticated customer service analytics and reporting tools, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.

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Exceptional Customer Service: 5 Tips for CX Leaders

At a time when customer experience (CX) is the single most exciting opportunity for brands globally, contact centers and agents, particularly will play a vital role in helping organizations unleash the true promise of CX.

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Succeeding With Remote Agent Onboarding in 2020

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