May 2017 - ICE Blog


How to Get More From Quality Monitoring Efforts

by Jim Iyoob | published on 05-26-2017

Proper call center quality monitoring is all about remaining consistent and identifying as well as resolving small problems before they turn into major problems that might cost you customers and the business they bring with them. Find out how to make the most of your quality monitoring efforts and boost your call center capabilities. Involve […]

3 Tips to Maximize First Contact Resolution on Live Chat

by Jim Iyoob | published on 05-12-2017

As a business owner, you want to do everything possible to take proper care of your customers and resolve any issues they might have. One of the best ways to do this is through first contact resolution. This is essentially a concept in which problems are taken care of the first time a customer reaches […]

3 Reasons to Add Live Chat for Improved Customer Experience

by Jim Iyoob | published on 05-05-2017

According to a Moxie Software study reported by eMarketer, 62% of respondents expect live chat customer service to be accessible on their mobile devices. Among these respondents, 82% would use it when it’s available. This is just one indicator of the shifting communication preference among customers. People don’t want to wait in a queue for […]