Customer responsiveness refers to the ability of a business to identify and respond to changing customer needs. Responsiveness is to provide the information required by the customers in the shortest possible time so that they can take a step forward in their buying process. Ignoring customer enquiries and failing to meet deadlines can lead to customer dissatisfaction and prompt them to switch to your competitor’s service.
People involved in customer service business often wonder what sets strong brands a cut above from the crowd. We all are awestruck when an idea makes it big in this world where there is a continuous mad scramble among brands striving to get things right in customer engagement. However, apart from word of mouth and some news hither and thither, there is very little solid information about the main characteristics that define these top brands in customer engagement. Continue reading “5 Attributes that Define Strong Brands in Customer Engagement [Infographic]”
When was the last time you checked your mobile? Was it a few minutes ago? Or maybe it was a few seconds ago. According to figures collected by a screen lock app, the average user checks their phone 110 times a day. In fact, you might even be reading this article on your mobile or tablet. One of the key trends that are accelerating in 2016 is the use of mobile devices by millennials to access information, research and makes purchases. On an average, millennials spend around 172 minutes using internet or apps on their mobile and 60 minutes on tablets. Mobile platforms encountered around for 60% of the time spent on digital media last year. Continue reading “Mobile-First Customer Experience: Is Mobile a Device or a Channel?”
Unless you’ve been living under a rock or was confined in solitude, you must be aware of omnichannel and the inordinate significance it holds in the digital age, where technology is practically disrupting communication and interaction models. Customers of today, a large chunk of them being millennials, use multiple touch-points or channels to interact with companies and brands, and expect a friction-less and integrated experience while switching channels (channel hopping). This colossal change strikes at the heart of contact center tradition around the world, forcing them to integrate existing and new channels for exemplary service, or face extinction. Continue reading “Unleash the Power of Omnichannel Customer Experience in BPOs”
Good customer service is essential for any business to grow and prosper but is of critical importance for the hospitality sector where the new-age customers expect much more than the basic levels of services. They are looking for greater value for money and refuse to accept mediocrity in services. Continue reading “7 Reasons the Hospitality Industry Needs to make a move to Cloud Telephony”
When a group of contact center professionals were recently asked by Jonty Pearce for the most important metrics that should be measured in a contact center, they came up with some interesting answers. Interestingly, most of the metrics they chose, focused on quality rather than efficiency.
Check out these top 9 contact center metrics according to these contact center professionals. Continue reading “Top 9 Contact Center Metrics to Measure According to Contact Center Pros”
It is said that God helps those who help themselves. In a customer-centric industry, like a call center, managers and agents get to play a god-like role. Don’t agree with me? That is Okay. Why would you? It has been taught throughout your training programs that ‘Customer is the King’, ‘Customer is always right’ and everything else follows. Continue reading “5 Pre-Requisites For Optimizing Self Service Customer Experience Strategy”
Studies have shown that about 12.5% of a call center agent’s time at work is devoted to after-call or data entry tasks. This takes away a big chunk from the bottom line of call centers as about £2.6 billion worth of money is wasted every year, as stated by ContactBabel. However, wasted time is not the only cause for the money wasted.
Consumers are always looking out for better service delivery and agents in a call center have to arm themselves with sophisticated tools so that they are well-equipped to handle expectations effectively. CTI or Computer Telephony Integration is the preferred tool for a majority of call center agents in order to win over customers.
India’s e-commerce market is likely to touch $38 billion mark by the end of this year – that is a massive 67% jump over $23 billion revenue it had clocked last year. For those who are tied to this industry, the abovementioned figure means a lot in terms of new opportunities, fresh initiatives and brand new experimentations.
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