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
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
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
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
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
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
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 […]
4 Ways Call-Backs Improve the Customer Experience
Thanks to current technology, call centers are now offering state-of-the-art solutions and processes that help businesses serve customers better. One such solution is callback services, which has been instrumental in addressing key problem areas in call centers, namely long hold times, abandoned calls, repeat callers, and congested call flow. If you have any misgivings as […]
How Cloud Migration Improves Customer Experience
Cloud computing has had a tremendous impact on multiple industries for the past several years, even more so on call centers. Taking into account the range of advantages enjoyed by cloud-based call centers, it’s to be expected. The best part about this trend is that it not only benefits contact centers, it also makes life […]
Five Best Practices for Handling Customer Complaints in the Call Center
Every call center receives its fair share of calls from customers who want to field their complaints about a particular product or service. That’s only par for the course. After all, fielding feedback and complaints is a big part of what call centers are supposed to do. Customer complaints or feedback aren’t necessarily bad. In […]
