Every once in a while, comes an individual with a startling idea and the adrenaline to change the world. And, one thing they have in common is that they were all tested. Tested, but not beaten. When their mere existence questioned them, these remarkable individuals, whom we today call, entrepreneurs, did not give up or throw the proverbial white towel. They brought more game into the field which before seemed impossible. Continue reading “15 Motivational Quotes from Indian Startup Founders”
What you should know about Contact Center Benchmarking
Contact centers have enormously evolved over the past few decades and have become the game changer for businesses. In today’s economy, it is of utmost importance for organizations to fight for a stronger customer base by meeting the demand for new channels. Thus, in the stride to achieve desired goals, organizations have been deploying the fastest and lowest-cost solution. But the true cost of this approach has now begun to deteriorate. Continue reading “What you should know about Contact Center Benchmarking”
How Agent-Assisted Automation can Enhance Call Center Productivity
Agent-assisted automation is a form of technology that is becoming increasingly popular among call centers around the world. Already employed by many companies and integrated into their business processes, agent-assisted automation provides solutions that, when properly implemented provide fast, effective service to customers, while reducing effort and input required from staff.
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The ‘Element X’ of Customer Service to Garner Happy Customers
A lot has been said and heard on the importance of customer retention. And, it is something which you can only aim to have if you prioritise your customers and put in serious efforts to make them happy.
But wait, that is not all. There’s more to having happy customers. If you remember that famous animated series – ‘The Powerpuff Girls’, you would also know the importance of ‘Element X’. This was the secret ingredient which made Powerpuff girls so righteous and strong. Similarly in customer service, there is an ‘Element X’ which is the secret ingredient while formulating your perfect recipe for getting happy customers.
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Will E-Commerce & Customer Service mean Shopping’s Sad Demise?
There’s this very famous saying which all e-commerce enthusiasts – entrepreneurs, business owners and managers are mostly aware of – “In future if you have to buy bananas, you need not go to the grocery store, you can go to a virtual jungle online and pick them off an e-tree.” If you can relate to this statement, you know what the future holds for us! Continue reading “Will E-Commerce & Customer Service mean Shopping’s Sad Demise?”
How Robotic Process Automation can Elevate Call Center Performance
RPA or Robotic Process Automation has been a concept that has been prevalent for a while in the BPO sector. While some people are afraid of losing jobs to RPA, large client companies are looking to implement it in order to optimize their customer care competencies more easily.
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How to Develop an Effective Customer Satisfaction (CSAT) Program
Customer satisfaction is paramount for any business, and ultimately not just a measure of the success of your product or service today, but an indicator of future success too. Which is why businesses around the world are laying an increasing emphasis on building strong Customer Satisfaction Programs or CSAT programs, to stay tuned in to their customer’s needs. Continue reading “How to Develop an Effective Customer Satisfaction (CSAT) Program”
How Cross-Channel Interaction Analytics Can Benefit Your Call Center
When you are running a call center, you will need to focus on the one single most important factor – customer satisfaction, and there’s no running away from it. The importance of customer satisfaction cannot be stressed enough. A company’s reputation depends on its customers’ satisfaction, and its revenue depends on its reputation, thus making customer satisfaction imperative for your business.
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Customer Experience Statistics Which Will Impact Your Business in 2016
Statistics are the building blocks for strategy formulation. In any organisation, the work efficiency is directly dependant on its underlying strategy. If your strategy is solid, your statistics will demonstrate it enthusiastically. This is the general industry gyan. It is valid and rational for all industries. However, if we consider call centers – an industry which is extremely customer centric, the strategy and statistics will also revolve around your kings and queens. Continue reading “Customer Experience Statistics Which Will Impact Your Business in 2016”
6 Killer Tips for Building Effective Customer Rapport
Rapport building is all about connecting with your customer. A connection establishes trust, and trust results in sales and good ratings. Hence, rapport building is considered as one of the essential/key skills for a call center agent. For some agents, rapport building comes naturally. For others, it has to be developed. Establishing a connection with someone you have never seen or met or know nothing on a personal level can be difficult.
However, the following tips will start you in the right direction, and with time, you will be able to hone your rapport building skills.
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