Category: Uncategorized

  • 5 Customer Experience Trends for 2021 and Beyond

    With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.

  • Data Privacy And Your Company’s Customer Experience

    Modern customers expect high engagement levels and personalized experiences from the companies they do business with. If your organization is to offer unparalleled customer service, it’s important that you collect customer data and develop a customer experience strategy that is designed specifically for your brand’s audience. While it may sound simple, in a world where…

  • Contact Center vs Call Center: What is the Difference?

    Call center or contact center? These terms are often used interchangeably, but did you know that these are two completely different models when it comes to the customer support offerings that they provide their clients?

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  • Transition to an Outsourced Call Center? Here’s how to do it..

    Are you ready to transition from in-house customer service to an outsourced call center? If so, it’s likely that you are familiar with the request for proposal (RFP) process and you’ve discovered how outsourcing your contact center will benefit your business. By partnering with a highly advanced contact center, such as Advantage Communications, you’ll gain…

  • 8 Ways to Critically Analyze Your Brand’s Customer Service Strategy

    We all know the benefits of a well-thought-out customer service program. By improving customer satisfaction, your business can improve brand loyalty, drive new revenue opportunities and build a positive brand reputation.

  • How to Predict Customer Loyalty Using Customer Service Metrics

    How does your business define and measure customer loyalty? Do you try to gauge a customer’s intention to keep doing business with you, look at how much they increase spend, or try evaluate a customer’s potential for advocacy? Loyalty can be mean different things to different organizations, as customer lifecycle goals vary widely across a…

  • How are Contact Centers Adapting to the New World of Remote Work?

    The COVID-19 pandemic has fundamentally changed the way organizations view their workforce. Companies now fully understand the benefits of remote work and flexible schedules. 

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  • Digitizing Back-end Systems Will Drive Customer Experience (CX)

    To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal. However, many organizations, both small and large alike, are dividing the most important aspects of their business into two buckets…

  • ACI Leverages Live Call Coaching Tech for Improved Customer Experience

    Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

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  • Here’s Why You Should Outsource Retail Customer Service

    The retail sector is highly competitive and a bad customer experience could be devastating to your business. Online shopping and the growth of an ‘instant world’ means customers now expect an immediate solution, or they’ll simply move on to the next retailer. A study from American Express found that 95 per cent of retail consumers…