News & Blog

Limited staffing is impacting customer support organisations

Limited staffing is impacting customer support organisations

Customer Support in the COVID era confronts two conflicting and seemingly irreconcilable trends. The first trend is a pandemic-inspired downward pressure on budget and human resources — often to the point of layoffs. The second is a mega-trend: the corresponding...

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Understanding Customer Intent

Understanding Customer Intent

Nearly 2/3rd of companies are investing in AI and automation to better understand customers’ intent. To understand this intent correctly, it is critical for AI and automation to work across the customer support stack; something that Quark does by design. Quark's...

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Customer expectations keep going higher.

Customer expectations keep going higher.

We are in a new year and with each year, expectations for customer support keeps going higher. Customers continue to ask for faster and better outcomes: significantly improved response times, ability to resolve issues quickly, and deliver a great customer experience....

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How are you addressing agent burnout?

How are you addressing agent burnout?

ContactCenter Pipeline’s annual survey says attrition is the #1 challenge for customer support centers and most contact centers have over 30% attrition rates. A large part of this is due to agent stress and burnout. As customer support agents move the work home due to...

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