With the evolving customer behaviours of the new generations we also observe the old methods losing their touch. People nowadays aren’t as responsive to cold calls or long email chains. Instead, they prefer quick, easy messaging interactions. In fact, around…

Today’s customers engage with businesses through numerous channels – phone calls, website visits, social media interactions, and mobile app usage for browsing, purchasing, or support.  This evolution means that traditional sales strategies have to adapt.  Understanding different communication strategies, specifically…

Monitoring performance gives you insights into agent productivity, sales effectiveness, knowledge gaps, and customer satisfaction.  But with plenty of contact center KPIs and metrics available, which should you prioritize? We’ll walk you through the top 5 key contact center metrics…

Picture this: your customer has an urgent question and calls your business. Will they breeze through your phone menu or get stuck in endless prompts and escalations and hang up? Having an organized call flow matters more than ever to…

The growing reliance on communication technology in call centers and contact center as a service (CCaaS) businesses underscores the need for robust data security measures. As these systems handle sensitive customer interactions and confidential business information, the risk of data…

Picture this: You spent 15 minutes on a detailed customer support call. You believe you’ve solved the caller’s problem. But a few days later, the caller reaches out again with the same issue. How does this impact your call center?…

Unpredictable call volumes, staffing challenges, and the constant battle to maintain high service levels – managing a call center workforce can be overwhelming.  At Squaretalk, we understand that simply assigning agents to shifts and expecting consistent results won’t cut it.…

Delivering exceptional customer experiences is now a must, not a choice for businesses that want to stand out from the competition. Having excellent call center service and consistent client communication is a big part of this. But how can you…

In the first place, let’s establish what customer loyalty is? This is the measure of how much your customers are committed to your brand. A loyal customer will always choose you over the competition, maybe because of your excellent customer…