Ani Mazanashvili

Companies with strong omnichannel engagement strategies retain 89% of their customers, compared to just 33% for those with weak strategies. That gap translates directly into lost revenue, missed opportunities, and inconsistent customer experiences. Most businesses still operate across disconnected channels. Email sits in one system, SMS in another, supports conversations somewhere else. Customers feel that fragmentation […]

A McKinsey report found that 75% of customers expect consistent experiences across every interaction, yet most businesses still deliver fragmented support. That gap shows up fast when a customer starts on live chat, gets redirected to email, then repeats the same issue again on a phone call. Customers don’t think in channels, they think in outcomes. […]

Over 70% of customers expect connected experiences across multiple channels, yet many businesses still rely on phone-only support. That gap creates friction fast, customers repeat themselves, wait longer, and often leave unresolved. Customer communication no longer happens in one place. Conversations start on live chat, shift to email, and escalate to voice within minutes. A phone-only […]

According to McKinsey & Company, companies that act on customer insights quickly can improve performance metrics by up to 20%. The challenge rarely comes from lacking data, contact centers already capture thousands of conversations daily. The real issue lies in when those insights become available. Some teams need to fix problems while the call is still […]

Only 1–3% of customer calls get reviewed in most contact centres. That leaves the vast majority of conversations untouched, unmeasured, and full of missed insight. At the same time, customer expectations keep rising. A report by McKinsey shows that 70% of buying experiences depend on how customers feel they’re treated. So, every interaction matters and guessing no […]

Inbound contact centre software handles incoming customer calls, messages, and service requests across multiple channels. Teams use it to manage call routing, track conversations, and connect customer data with CRM systems. The cloud contact center market continues to grow fast. Gartner reports that over 75% of contact centers will move to cloud platforms by 2026. […]

Modern contact centers generate massive amounts of data every day, yet only 36% of organizations say they can turn that data into actionable insights in real time. The gap between data and decisions often comes down to one thing: visibility. Without a clear dashboard, teams react too late, miss performance issues, and lose control over customer […]

High call volume isn’t just an operational issue, it’s a revenue risk. 60% of customers feel one minute on hold is too long, according to research. Long wait times don’t just frustrate callers. They lead to abandoned calls, lost sales, and damaged trust. Each missed call often means lost revenue. Industry data shows that one […]

Most contact centers track dozens of numbers every month, yet McKinsey reports that improving customer experience can increase revenue by 10–15%. That gap often comes from tracking the wrong metrics, or tracking them in isolation instead of using them to guide decisions. Many teams focus on activity instead of outcomes. The stronger approach is to […]

Over 70% of customers expect companies to offer both proactive outreach and responsive support, according to McKinsey. That expectation forces companies to decide how they manage customer communication. The choice often comes down to inbound vs outbound contact center operations. An inbound contact center handles customer-initiated conversations, usually for support, information, or service issues. An […]