Tag: Customer Service Trends

  • What are the Pros and Cons of Contact Center Outsourcing?

    Outsourcing your customer service program is appealing for a number of reasons. It can save your business money, dramatically improve your customer experience, build more loyal customers and help you design a better customer care strategy. 

  • The 3 Pillars of Brand Customer Loyalty

    Think back to your last big purchase. Was it a new laptop to update your old, slow and laborious one that you had been working on for the past couple of years? Perhaps it was something less exciting like a lawn mower to replace the one you have been using for the past 10 years?

  • Scaling Up Your Customer Care for Black Friday & Cyber Monday 2021

    As we move through 2021, two of the most exciting shopping days are ahead of us – Black Friday and Cyber Monday. While it may seem a little early to start planning your customer service strategy just yet, trust us, you can never be too prepared for the huge surge in online demand that Black…

  • Customer Care Vs. Customer Service Vs. Customer Experience: Explained

    All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors.

  • Customer Service Strategies: How to Increase Customer Loyalty

    Did you know that acquiring a new customer can cost five times more than retaining an existing customer? In fact, there’s not many more important things for the growth and profitability of your organization than customer loyalty. 

  • 3 Key Factors That Determine Outsourced Customer Service Success

    In today’s marketplace, companies must be increasingly customer-driven. Personalization, quick responses, self-service, proactive support and multiple contact options are just a few of the many expectations that today’s customers have from the brands they do business with. With customers more demanding than ever before, combined with today’s hyper-competitive business environment, most businesses are competing on…

  • How Conversation Analytics Software Transforms Your Customer Service

    Did you know that, according to Microsoft, 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?

  • Customer Experience Strategies: What is Rich Messaging?

    The time that US users spend on their mobile phones is continuing to grow. According to TechCrunch, Americans spend about five hours per day on their cell phones. 92 percent of this time spent on apps like social media, messaging and entertainment – with just 8 percent spent on a web browser.

    ,

  • How Operational Intelligence Drives Contact Center Agent Performance

    Today’s most successful outsourced contact centers are using innovative technologies and state-of-the-art tools to deliver world-class customer experiences (CX) within their client’s customer service programs.

  • How Customer Perception Can Make You a Leader of Pack

    The digital world has changed everything when it comes to the customer experience. Constant connectivity, the ability to research any question and improved access to a huge amount of information are all aspects that have fundamentally changed how consumers perceive brands.