Tag: Customer Service Trends

  • How Real Time Analytics Improves Customer Service Automation

    Customer service automation is resolving customer queries with minimal to no human involvement. This is achieved through tools like chatbots, email automation, knowledge databases, interactive voice response systems and self-service resources.

  • 5 Important Call Center Analytics for Customer Service Success

    Call center analytics are the collection, measurement and reporting of customer data and agent performance. Analytics are used to provide insights about how your business’ customer service department is performing. They also help identify trends, opportunities and actionable goals.

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  • The Top Trends in Call Center Automation

    Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty.  In addition to advancing technology, what customers expect from the brands they do business with is also constantly evolving. Today’s customers demand more from businesses…

  • What Is OmniChannel Customer Experience?

    Every year it seems like there’s a new way for customers to connect with your business. Mail, email, websites, mobile website, forms, phone, text, chat, social media … the list goes on.  Sure, it would be easier to just choose a couple of these and stick with them. But customer expectations are that you need…

  • How to Transform Your Contact Center for Customer Service Excellence

    Long wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds. And, in the worst situations, not finding a resolution to their problem at all.

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  • The Top 6 Customer Service Trends Defining Business Success in 2022

    Businesses have experienced some significant changes in how they operate and communicate with their customers over the past couple of years. The pandemic has been the driver of reduced operating hours, a surge in online sales and workforce interruptions.

  • The Top 3 Best and Worst Reasons for Outsourced Customer Service

    Customer service outsourcing has a number of great benefits, but it might not offer the best ROI for all companies – while some businesses may just not have the right motives when choosing to outsource.

  • 5 Steps to Effectively Streamline Your Customer Service Program

    Today, having a great product or service is only half the battle when it comes to delighting customers. With more competition than ever before, the customer experience (CX) is the only true way to stand out, and that requires a world-class customer service program. 

  • Customer Service: How to Build Effective Customer Feedback Surveys

    With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business.

  • What’s the True Cost of Your In-House Customer Service Program?

    Organizations that want to offer a superior customer experience and first-class customer face a choice, they can either manage it in house or they can outsource their customer service program to a specialized contact center.