Today’s customers decide how to communicate; they choose the channel and the modality. As a result, companies are urged to develop a multichannel contact strategy for immediate, effective service. Adapting to the trends in the industry and the needs of customers is imperative to contact centers. Whether it is for customer service, sales, or tech […]
Multichannel Customers: Are You Ready for Them? Read More »
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
Contact Centers and Digital Customer Experience Read More »
Cloud Computing (or “the Cloud”) refers to a service model whose popularity is growing among companies that wish to improve their competitiveness and service quality. In this model, companies can access digital resources like: storage, software, service platforms, or applications over the internet without investing in hardware or other physical infrastructure. Given that companies can
Cloud Computing as a Service Read More »
There are different strategies to improve customer experience in contact centers, such as providing agents with proper training, using well-defined scripts, or reducing wait times. Though these practices are very common in contact centers’ quality processes, they need to be monitored constantly to make sure they are being used correctly. A recording system not only
Improve Customer Experience with a Recording System Read More »
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 »
Today’s customers need brands and companies to provide them with services where they feel heard and valued. So, how can you improve their customer experience with SMS? Given that they are well-informed about the technological changes and trends in the industry, they have increasingly high expectations and search for means to communicate with businesses more
Improve Customer Experience with SMS Messages 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
Personalized Customer Service Read More »
For the last few years, the industry has focused on the importance of improving the interactions between companies and customers, and providing close, effective customer service that meets people’s needs. In 2019, high-quality customer experiences became a clear trend. Accordingly, the trend’s popularity increased so much that contact centers were required to adopt new communication
No More Customer Service in 2019 Read More »
