Tag: Customer Service Trends

  • Surge in Both eCommerce Online Shopping and Customer Service

    Emarsys and GoodData’s ecommerce tracking shows revenue up 37% and orders up 54% in April, as the US emerges from Covid lockdowns. The boom in online shopping is expected to transform consumer behaviour forever, as more consumers find they can acquire products they need without visiting brick and mortar locations. 

  • How Does Interactive Voice Response (IVR) Improve Customer Experience?

    If you have read any of our previous blogs, you’ll know just how important the customer experience (CX) is. In fact, in today’s market CX can really be the differentiator between a successful company and a struggling one. 

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  • The Ultimate Contact Center CX Tech to Meet Customers Expectations

    High-quality customer service is the key to retaining a loyal customer base for any business. However, creating the kind of customer support system needed to appease every customer is easier said than done.

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  • Contact Center Technologies That Will Help Your Business Compete

    Customer expectations are higher now than they have ever been before. As a result, it’s crucial that your company is able to make the most of innovative technologies that enhance your customer experience (CX) and help you stand out above your competitors.

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  • Measuring Customer Satisfaction With NPS, CSAT and CES Scores

    Keeping track of customer satisfaction and loyalty is key to a successful business strategy, and it will give your organization vital feedback on how your customer service is performing and which aspects you can improve upon to create a competitive advantage. 

  • How ACI Will Help Your Brand Comply With Customer Service Regulations

    There are a number of reasons why an organization would outsource their customer service strategy to a world-class contact center. In fact, companies that do so will realize a huge number of benefits from a call center partnership.

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  • Advice to Customer Service Teams Struggling During COVID-19

    As we continue to take measures that curb the spread of COVID-19, employers across North America are recommending that their employees practice social distancing and self-isolation. 

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  • What is Business Process Outsourcing (BPO)?

    Owning a business is a dream for many. It’s therefore not surprising in the slightest that most business owners are passionate about having full control over their company, how they delegate their time and the goals they want to achieve.

  • What is Call Center Gamification?

    If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

  • How to Build a Continuously Improving Customer Experience (CX)

    Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company…