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Call Center

Do Customers Prefer Talking to a Bot or Waiting on Hold? What the Data Says

  Long wait times have long been a source of frustration for call center customers. As phone bots and AI-driven customer service platforms become more common, businesses face a key question: Do cus...

Fiction Story: We Used to Call It Monday

"Alright, class," said Ms. Ortega, tapping the digital chalkboard. "Today we’re going to talk about something ancient. Something from the Time Before. It was called... the workweek." A few students...

How Weather Conditions Impact Call Center Volume: Trends and Strategies for Managing Spikes

callWeather conditions significantly impact call center activity. Severe weather events like storms, hurricanes, and extreme temperatures can cause sudden spikes in call volume due to service disru...

JapanFrom Cherry Blossoms to Customer Satisfaction: How Predictable Events Can Improve Business Planning

From Cherry Blossoms to Customer Satisfaction: How Predictable Events Can Improve Business Planning

  Predictable events like Japan’s cherry blossom season offer valuable insights into business planning and customer service. Just as the cherry blossoms in Tokyo bloom at a consistent time each yea...

Supporting Customers Through BNPL Confusion: Best Practices for Call Centers

  Buy Now, Pay Later (BNPL) services have seen rapid growth in the US, but with increased adoption comes customer confusion and complaints. BNPL platforms like Afterpay, Klarna, and Affirm allow cu...

ChatGPT Ends the Era of Traditional Automation: What's the Future of White-Collar Work?

AI-driven platforms like ChatGPT are reshaping the landscape of white-collar work, disrupting traditional automation tools like Robotic Process Automation (RPA) and search-based workflows. AI’s abi...