Tag: Contact Center

  • The Best Call Deflection Strategies to Improve Call Resolution

    Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization.

  • In-House Call Center: 5 Reasons to Outsource Your Customer Service

    Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth. 

  • Preparing Your Brand’s Customer Service for the Post-Pandemic Boom

    It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike.

  • 10 Ways to Improve Call Center Agent Performance

    Your call center relies on the performance of its customer service representatives (CSRs) to provide greater customer service with every interaction, whether it’s on the phone, through email support or on your website’s live chat feature.

  • Customer Service Techniques: The Importance of Call Deflection

    New customer service strategies and innovative contact center technologies are changing the game when it comes to improving the customer experience (CX) and achieving new call center efficiencies.

  • A Complete Glossary of the Most Important Contact Center Metrics

    Your customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty and increase sales.

  • How to Create the Ultimate Contact Center RFP

    It’s one thing to go through the process of determining that you need to outsource your customer service program to a contact center and getting buy-in from your upper management, it’s a completely different thing to find the right outsourced partner.

  • 5 Ways to Boost Your Customer Support Efficiency

    Business growth and customer service go hand in hand. After all, the success of your business relies heavily on the satisfaction, loyalty and advocacy of your customers. Happy clients won’t just spend more with your business, they’ll refer you to their friends and colleagues.

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  • How to Boost Customer Satisfaction Levels Through Live Chat

    The most effective way to answer your customers’ questions today is to meet them in the channel they prefer, with a solution that gives them seamless access to customer support when they require it. 

  • Contact Center Outsourcing: What You Need to Know

    The top performing companies always do two things. Firstly, they do what they can to save money and, in turn, improve their bottom line. And, secondly, they focus on customer satisfaction as a key competency.