Did you know that 89% of your customers can be retained with an omnichannel customer engagement strategy in place? This is in comparison to 33% of companies with weak Omni Channel strategies, says a recent studies by Aberdeen Group Inc. Customers today expect more. They seek seamless and consistent customer experience online. A survey conducted by Lordhouse on 7,000 customers across 7 countries shows that “67% of online shoppers have made purchases that involve multiple channels in the past 6 months.”Continue reading “Your Customers are Demanding Omni-Channel Communications. Are you Game?”
Did you know that on an average, for every 100 calls manually dialed, only 14 reach the right person? Predictive dialers can automate the handling of these failed calls, and this feature alone could lead to a 150%to 400% rise in the productivity of your contact center agents. An intelligent outbound dialer has features such as a setting for maximum call drops, automated message to a dropped call, revert on dropped calls, and setting time parameters for each call. Continue reading “Enhance Agents Productivity Through Predictive Dialers”
The popularity of work-at-home model led to a revolution in the call center technology. Hiring remote agents became a very profitable option both to the providers as well as the employees. This increased the choices for customer care providers in a remarkable way. Hiring remote agents reduced their overhead costs too. Also, the agents who worked availed jobs that offered flexible timings so that they could easily strike a balance between their work life and personal life. Continue reading “Top Contact Center Trends for 2015”
Are you finding it difficult to retain existing customers? If yes, then maybe you have to change your customer service strategies. The right strategies, especially in E-commerce companies and even contact centers, can help you gain that competitive edge in the market. Not just this, but these strategies can also help you achieve greater customer satisfaction, increase your revenue and maximize the satisfaction of your employees too.
Today’s customers expect banks to deliver personalized services and the banks need to deliver them, if they want to do well in their business. They will have to use both physical and virtual channels to deliver banking services as well as financial advice to their customers in the most convenient manner. The approach they need to follow should be a combination of cost-reduction as well as improved customer experience. Continue reading “5 ways for Banks to Deliver Personalized Customer Service”
Did you know 82% of consumers say that getting their issue resolved quickly is the #1 factor in great customer experience? This is what a recent survey by LivePerson revealed.
Another study by Forrester validates these statistics, saying that 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly and a whopping 89% will go to your competitor following a poor customer experience, says Harris Interactive. So, can you afford to make the common mistakes that many contact centers make and lose customers to the competition? Continue reading “3 Common Contact Center Mistakes and How to Avoid Them”
Customer service is a critical factor for success in a contact center. The main job of a call center agent is to receive calls of the customers and provide an answer to their queries. As an agent, if you fail to attend to your customers or provide service, you will only be left with frustrated customers, who will walk away from you. The staff selection and training processes at most call centers concentrate on the knowledge, experience, efficiency and professionalism of the call center agents. However, there is one thing that matters most when it comes to providing a good customer experience, which is a positive attitude. Continue reading “Agent's Attitude- Plays a Major Role in Customer Service”
Most customers consider it a pain to contact a call center. First of all, it takes quite a bit of time to reach the concerned person, since you have to select the right options. Moreover, things like call transfers and call waiting can add up to your frustration and waste your precious minutes. To top it all if the call center representative you get to talk to, doesn’t possess good communication skills, it could take a long time just getting your point across. If a contact center understands these problems, it might be in a better position to serve the customers. Continue reading “4 Most Familiar Call Center Problems You Must Avoid”
People today are always on the go. They perform all their tasks through Smart Phones, be it paying bills, checking emails, communicating with people or even buying or selling things. This is why today’s customers are not just plain customers, but E-commerce Customers. In order to cater to their needs all businesses need to provide not just e-commerce services but also mobile apps for customers to perform transactions through their mobile phones. By meeting the expectations of customers, you will be able to provide better customer experience and through the latest contact center technology, you can even handle customer interaction management in the best possible manner. Continue reading “Enriching Mobile Customer Experience in E-commerce”
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