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BPO in Philippines

Setting up a BPO in Philippines? Here’s How You Can Stay Ahead of the Competition!

The Philippines has certainly evolved as a BPO hub with exceptional outsourcing capabilities. In order to deliver excellent customer service and support, these BPOs rely on the most trusted customer service software backed-up with advanced features around autodialer, ticketing system, ACD, and IVR.  Let’s, without wasting any time, see what these features have got for …

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Sentiment Analysis : Key To Empathetic Customer Service

Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the rising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized …

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Why And How To Empower Customer Service Agents In Banking Contact Centers

  We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, …

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Becoming Customer Centric – CRM Software for Business Success

In a world where the customer is the center of business philosophy, people have changed their notions and now they demand a more personalized and self-centered service. This has led to a change in the way businesses work. They have to now put their utmost efforts in making customers feel special and satisfied. Nowadays, businesses …

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Why Your Business Needs A Customer Interaction Management Software?

Customer experience thought leader, Shep Hyken has very accurately said, “Recognize that every interaction you have is an opportunity to make a positive impact on others.” This quote mirrors the underlying business requirement to have seamless customer-focused interactions at each stage of a buyer’s journey. Customer interaction management (CIM) is simply defined as the process …

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Why Customer Experience Is All About Emotional Motivators

Image credit: Pixabay What turns a new user into a loyal customer? How do you practically go about converting a somewhat-interested stranger into a massively-valuable long-term brand advocate? It isn’t easy, that’s for sure. You need to learn about your prospective customers and come to understand what they want and how you can deliver it— …

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Why and How To Measure Customer Support ROI

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Companies that still consider customer support as a cost center fail to see how it adds to the bottom-line in long …

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Why FCR is no more just a First Call Resolution rate?

Customer Service has come a long way since the last two decades. Customer Service or Customer Support is no more mere operations but an experience now. Responding to customer queries started over phones, then emails and today to any digital channel that is available. Although phones were a thing earlier that is changing gradually and …

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