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Telephone as the Differentiator of Customer Service
…team. Go ahead – start a conversation now! Zappos has the tagline “powered by service.” An IDC study recently found that 84% of respondents identified customer experience as equally important…
Read moreEmployee Attrition – Reasons & Ways to Reduce It
…(FCR), and Employee Satisfaction (ESAT) statistics. While FRT and FCR are commonly discussed, what caught my eye are the other two stats, DSAT and ESAT. Let us look at ESAT…
Read moreHow Not to Lose Customer Trust in Tough Times – 10 Steps to Avoid Customer Service Mishaps!
…Customer Feedback? Boeing’s response to safety concerns raised by customers and employees regarding the 737 MAX aircraft is a prime example. Despite receiving complaints and reports of safety issues, Boeing…
Read moreHow Do You Avoid Terrible Customer Service and Do Better?
…be done to better them? Terrible Customer Service – Example 1 I have two insurance policies from the same provider, and I needed details on my eligibility for a loan…
Read moreWhy Are Call Center Attrition Rates High, and How Do You Avoid Agent Attrition?
…and reduced customer satisfaction. To reduce the negative effects of agent attrition, businesses may implement employee retention programs and offer competitive compensation and benefits packages to improve working conditions. High-achieving…
Read moreTrai’s New Order
…– they come with channel restrictions. They may have to go for multiple PRI lines. How do telemarketers manage this transition, and what choices are available? Fret not! We at…
Read moreEnhance Customer Service the Technology Way – Key Trends
…I would prefer to have the following: Self-Service Portal – As a customer, I can search my issue, find possible answers, and resolve my queries myself. Chatbots – answer my…
Read moreImportance of Experience in Customer Experience & How to Enhance It?
…up to millions even for small operations Over 60% of the customers who skipped to a competitor did so due to a bad experience, according to Dimension Data More than…
Read moreImportance of Customer Sentiment Analysis for Your Business
…understand customer sentiment to remain competitive in today’s business landscape. Analyzing customer sentiment data can offer valuable insights into what customers think and feel about a company’s products or services….
Read moreCloud BPO – Why Should Bpos Look at Cloud Shift as a Growth Strategy?
…in long-term contracts or minimum commitments with the move to cloud contact center solution providers. Business Continuity – if you own your infrastructure, the amount of skills needed to manage…
Read moreWhat Is a Contact Center as a Service (CCaaS)?
What is CCaaS? Gartner defines Contact center as a service (CCaaS) software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions holistically in terms…
Read morePersonalization and Omnichannel Interactions Driven by Artificial Intelligence (AI) Will Be the Future of Customer Experience (CX)
…experience space in the coming years. Hyper-Personalization What are the various customer touchpoints for a business? The touchpoints include websites, mobile apps, CRMs, marketing automation tools, contact centers, helpdesks, and…
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