Why Customer Retention is Still The Most Important Metric in Customer Service


If you want your customer service to soar, you need to pay attention to metrics. Speaking of metrics as relating to customer service, it will be worth your while to consider the following: Acquiring a new customer costs, on average, five times as much as retaining an existing one 80% of future profits come from […]

4 Benefits of Using Live Chat in Customer Support

live chat in customer support

  Live chat has been around for quite some time, first as a means for personal correspondence and lately as a way for businesses to assist and engage their customers. As customer expectations continue to change and become more omnichannel friendly, it comes as no surprise that more and more businesses are benefiting from using […]

How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours Support

After-hours Support

Do you take pride and delight in providing consistent customer-centric service to your clients? If your answer is yes, then you have to “walk the talk” by providing them with uninterrupted after-hours support. When you’re able to prove to customers that they can rely on your service at any time of the day, you’re sending […]

Why Voice Support Is Still Important in Customer Service

Voice Support

Gone are the days when the phone was the only communication channel that connected clients with brands. It’s fair to say that telephone directories are a thing of the past. These days, email, social media, instant messaging, and who-knows-what-else are competing with the telephone as the preferred method of customers in communicating with customer service. […]

5 Ways to Maintain the Quality of your Customer Service

Customer Service

Considering the competitive nature of today’s business environment, the quality of your call center’s customer service has to keep up to meet and exceed industry standards. The customer service industry is nothing short of dynamic, and a big part of that can be attributed to ever-evolving customer expectations. In fact, a single interaction between a […]

4 Ways to Turning Your Contact Center into an Omnichannel Powerhouse

Omnichannel Powerhouse

Technology as we know it these days has come to a point where nearly everything can be accomplished via a mobile device. This is why more and more businesses are adopting a multichannel approach (not the same as omnichannel… but we’ll get into that later) in their customer service processes, using a wide variety of […]

Top 5 Reasons Why Call Center Agents Quit

Call Center Agents Quit

Agent attrition is a persisting issue in the call center industry. Not only is it costly, but, it’s also damaging to employee morale, productivity, and company growth. When taking into account how expensive it is for a company to replace employees, it goes to show that employee retention should be a priority in an organization’s […]

4 Techniques in Building a Customer-centric Culture in the Contact Center

Customer-centric Culture

Numerous studies and statistics show that customer satisfaction can have a significant impact on an organization’s bottom line. As such, as a business owner, it’s imperative that you take the necessary measures to ensure that your call center is adopting a customer-centric approach in every area of its operations. After all, your client base is […]

4 Customer Service Statistics That Deserve Consideration When Running a Call Center

Customer Service Statistics

Delivering great customer service should be your top priority when you’re making business decisions in your call center. After all, statistics show that keeping customers happy is the key differentiator in running a successful business. In that same vein, you’d be doing your call center business a big favor by paying attention to all statistics […]

Tips on How To Turn Your Customers into Brand Advocates

Brand Advocate

As everybody in the call center industry knows by now, it’s 6-7 times more expensive to acquire new customers than to market to current ones. Current customers, after all, sustain your business in more ways than one. And if you want a better return on your investment, it’s imperative that you prioritize customer loyalty above […]