Support teams face a daily battle with ticket backlogs, complex customer issues, and mounting pressure to deliver faster resolutions. The natural response? Adding more tools to the tech stack. Yet this approach often creates new challenges without solving the core problems.
Business relationships can face unexpected challenges that may turn into major crises. These critical moments put the trust between organizations to the test and require quick and strategic responses.
B2B customer segmentation isn't just about revenue figures - it's a strategic approach to identifying and categorizing your most valuable business relationships. While revenue remains a key indicator, successful segmentation delves deeper into the customer relationship landscape.
Quality Assurance (QA) in contact centers often sparks mixed feelings among managers and agents alike. I've experienced this firsthand during my journey from a customer support manager to Head of Quality at a contact center outsourcing company.