The rise of omnichannel communication and marketing has changed the contact center and customer service industry for good. A number of studies have shown that there is a steady decline in call volume in most contact centers around the world with customers showing more inclination for self-help tools, instant messaging, email, and web-based services. Nielsen has identified Facebook Messenger in a study in 2015 as the fastest growing app in the world.Continue reading “Facebook Messenger – A Primary Communication Channel in Contact Centers”
Managing work at call center is a difficult task, to say the least. The true worth of a call center totally depends on the level of employee motivation and enthusiasm towards work. This is where employee engagement comes into the picture. Continue reading “7 Ways Employee Engagement Tactics Will Up Call Center Quality”
Today when customers are savvy and have the power to choose between competing companies, delivering exceptional customer experience is the only way to increase customer satisfaction, loyalty and advocacy. As they are ready to pay more for a product or service to ensure a superior customer service, companies must understand and invest in that area. Continue reading “Customer Experience in 2020: How your Business can Prepare [Infographic]”
In a contact center, it is very important to record what happened during a call, any important information provided by the customer, the steps that were taken to resolve the issue, if the issue was not resolved on the call, then what are the next steps, and so on. It is also important that the agents record all this information as briefly as possible so that he/she does not spend too much time in the ‘not ready’ status. For the next agent who takes the call from the same customer, he/she should be able to understand whatever happened in the previous interactions as well, and that too at a glance or so.
Contact centers are all about customer service. In many cases, it is preferred over cost savings and increasing sales. That’s why contact centers keep finding new ways to ease the service process and improve customer satisfaction. One of the ways they can achieve this is through call recording. Continue reading “Compliance Issues and Legal Implications around Call Recording”
Providing impeccable customer service is critical to running a successful business and attracting and retaining loyal customers. Brands which take care of their customers fare much better than those who leave their customers hanging.
With the advent of smartphones and the ever increasing craze of social media among customers, companies of all sizes are expanding their customer support realm by being readily available on social media sites such as Facebook, Twitter and LinkedIn. Today, any business that wants to deliver top-notch customer support has to be extremely active on the popular social media platforms. Continue reading “7 Steps to Launch a Rewarding Social Media Customer Service Program”
This is the era of technology. From ordering food to booking flight tickets, everything one does lie with technology, that we use and reuse every day. And in this tech-savvy world, it is foolish to undermine or neglect any growing digital trend, to capture and tap on the full potential of your customer service team. One such trend is ‘video technology’. Continue reading “How Video Can Be a Breakthrough in Interactive Customer Service”
Incremental Revenue (Value) Analysis is a decision-making process used for determining the value of each contact center agent. Its primary focus is to determine the optimal cost of retaining or letting go of an agent. Incremental revenue (value) analysis is the simplest way to solve complex business challenges by choosing between the solutions currently available and their alternatives.
Continue reading “Incremental Revenue (Value) Analysis to Calculate the Value of each Contact Center Agent”
In a world dictated by omnichannel customer experience, the topmost priority for insurance providers is to meet the demands of its customers with varied interests.
The state of insurance providers seems adverse, when it comes to manage customers who are not shy of searching the web for the best possible deal. Therefore, it is now more important than ever for them to provide an extraordinary customer experience and stay ahead of the competition.
Niantic’s Pokemon Go has captivated the senses of millions around the world at this juncture, and there are very few of us who have not been affected by this phenomenon.
While most people seem to be awestruck with the game, there is also persistent cynicism around it, as naysayers deem Pokemon Go as purely unproductive.
Haters gonna hate and ain’ters gonna ain’t! Continue reading “3 Essential Things to Learn from Pokemon Go for Startups”