The latest trends in customer service indicate that one of the factors that differentiate companies from their competition is the experience provided to customers when buying products or hiring services. This experience is delivered throughout the customer journey, from awareness, through the purchase and use of products, to advocacy. It is developed across different touchpoints …
Getting to know customers is the way to provide them with services tailored to their every need and deliver better experiences that lead to long-term business relationships and brand loyalty. Customers around the world prefer personalized services. Offer Multichannel Service In this digital era, the internet and online applications are the means customers use the …
Do You Know How to Build Customer and Employee Loyalty? Read More »
In order to make sure customers are provided with high-quality service, it is essential to have an in-house department specialized in quality control. Among many other benefits, quality control areas help to detect existing problems and consequently find ways to solve them. One of the main challenges faced by new or established call/contact centers is …
Quality in Contact/Call Centers –and How to Control It Read More »
Social networks are no news to contact centers due to their current popularity and widespread use. Today’s businesses are required to establish management methods for these resources and foresee all the different challenges entailed in them. The first thing to keep in mind is that new generations prefer social networks over any other means to …
Why Are Social Networks Important in Contact Centers? Read More »
Contemporary clients are looking for personalized customer service. Still, when they turn to a company’s contact center, they are forwarded to automated systems more often than not. Other times, they can communicate with attendants whose main resources to provide information are speech combinations and a series of context-specific scripts. Due to these limited tools, it’s …
