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What Should You Be Aware of While Transforming Your Banking Contact Center to Digital-First?
…Customer Experiences Banks cannot afford to offer anything less than superior CX. According to Forrester’s Customer Experience index, research shows that when a company makes customers feel appreciated, 76% will…
Read moreNavigating the Transformative Waves: New Frontiers of Customer Support
…preemptive solutions, proactive engagement demonstrates a commitment to customer satisfaction and reinforces trust and loyalty. Effortless resolution – When issues arise, customers expect swift and hassle-free resolution. Streamlined processes, knowledgeable…
Read moreHow Technology Has Transformed Customer Service for the Better?
…you to respond to them immediately. Acknowledgment and reassurance are the most significant factors when it comes to customer complaints. What if you don’t mine social media for comments about…
Read moreCustomer Service SLAs – What, Why, and How?
…the day – business and non-business hours. Multi-level SLAs – some queries might be so complex that a first call resolution may not be possible. It may require multiple departments…
Read moreHow Do You Personalize Your Customer Experiences?
…customer journey. Customer Journey Your customer visits your website, and you have no clue about the customer. Now, the customer goes to your website’s men’s fashion section and goes through…
Read moreWhat is Your Customer Relationship Lifecycle?
…customers interact with your business through various channels – website, search, chat, content, support, voice, video, and product/service consumption or adoption. Every channel should be aligned to fulfill your customers’…
Read moreCustomer Appreciation Ideas – 10 Ways to Thank Customers
…center was trying to sell space to a financial processing company. The financial processing company had multiple meetings but had some apprehensions before signing on the dotted line. That’s when…
Read moreHow to Improve the Call Center Agent Performance?
…delivering their best. 1. Complex Technology The agents access different systems and information sources, giving different answers The agents hop from one application or window to another to find the…
Read moreHow Do You Make Your Customer Experience a Memorable One?
…bread – 6 inch or a footlong bread Vegetables – you have to be very specific, like “light lettuce,” because telling the worker that you want pepper doesn’t help because…
Read moreHow Do You Reduce Abandoned Calls in a Call Center?
…can request a call back once our agents are free. Transparent communication can manage expectations and reduce frustration. 5. Opt For Skill-Based Routing Implement skill-based routing to ensure that calls…
Read moreFrom Touchpoints to Journeys: Crafting Seamless Omnichannel Experiences
Staying competitive means more than just having a strong online presence – it requires a seamless integration of all customer touchpoints into a unified experience. The holistic approach, often termed…
Read moreUnveiling the Potential of Conversational Chatbots: A Deep Dive Into Transformative Experiences
…and examples of effectively using conversational assistants. 1. Healthcare Companion Imagine a healthcare bot providing personalized medication reminders, dietary suggestions, and even offering mental health support. This use case not…
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