May AI send replies itself? How to set up control
The question of whether AI may send replies independently is often posed as a matter of principle. It isn't one....
Measuring customer contact: 5 figures that really matter
Most customer service teams do measure something, but rarely something a decision follows from. Tickets per day, average response time,...
Shortening response times without hiring extra people
When the queue grows, the reflex is to hire. Often that's not necessary. In most teams, a large part of...
Automatically recording phone calls in the customer file
A customer calls, something is agreed, and three days later nobody remembers exactly what. Not because of poor listening, but...