More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers […]

Today’s consumers interact with brands across multiple channels, from websites to brick-and-mortar stores, social media, chatbots, call centers, and more. The challenge for companies is delivering a consistent, contextual experience at every touchpoint and across every channel throughout the customer journey. That’s where omnichannel technology comes in. By leveraging omnichannel technology, companies can aggregate data […]

Vulnerability is a driving factor behind many human interactions, and business dealings are no exception. The unique circumstances brought about by the unprecedented COVID-19 worldwide pandemic have resulted in a significant increase in the number of customers who are experiencing crisis and vulnerability. As such, it’s more important than ever for organizations to develop strategies […]

More companies are turning to customer self-service options to streamline service efforts and reduce demands on customer support. Seven out of ten customers (70%) expect company websites to have self-service applications and 40% prefer self-service over human contact – so companies that aren’t adopting these solutions, including knowledge bases, FAQs and chatbots, risk falling behind. […]

Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways. Artificial Intelligence (AI) offers up a wealth of productivity-enhancing features fit for use […]

As businesses take on new challenges in the marketplace and face off against staunch competition, the importance of choosing their strategies wisely becomes more obvious. Missteps that alienate customers or otherwise displease them can contribute to a company losing valuable market share, expending excessive capital on plans that do not pan out and watching profits […]

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled […]

In the fast-paced call center environment, it pays to teach agents how to assess emotions in themselves and those with whom they interact. Emotions decorate all our everyday interactions. Learning to identify emotions as they arise in both ourselves and others can have immensely positive effects on our ability to cooperate and engage with others […]

According to Struto, it costs six to seven times more to acquire a new customer than it does to retain an existing customer. With growing awareness of the value of customer retention, more companies are shifting their focus from new customer acquisition to strategies that foster customer loyalty and retention. One of the most effective […]

Customer value is the phenomenon that keeps companies from teetering over the brink of bankruptcy and instead, maintaining long-term relationships with existing customers and earning repeat business by providing an excellent customer experience. Customer value comes down to identifying what matters most to customers and delivering it, but this is often easier said than done. […]

Customers have always expected quick, competent customer service. It used to be enough to have call agents operating in business hours. Now, there’s an expectation for digital customer service, often across multiple platforms. Having an omnichannel strategy is the best way of handling this – and here are ten top tips to get you on […]

According to new report from CFI Group, customer satisfaction levels have experienced a slight decline over the past year. Data compiled from consumers across various sectors reflects a customer satisfaction score of 68 (out of 100), a four-point decline from the previous year. This year’s reading is the lowest score since the report was first […]

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better […]

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the […]

Defining the body of experiences your customers have with your company can prove highly beneficial in facilitating the overall improvement of your market offerings. Customer journey mapping highlights the many points of contact a customer encounters with your business as they work their way towards a specific outcome or goal. In addition to specifying such […]

As businesses race to define customer needs in ever greater detail while aligning their own market offerings to better cater to them, the importance of gathering intelligence from customers grows significantly. Voice of the Customer  or “VOC” is a technological approach to gaining insight into consumers’ collective interests. More specifically, through the use of Voice […]

The volume of data that companies deal with today is absolutely vast. In fact, 90% of all data has been created within the last two years. However, only about 0.5% of that data is ever analyzed. Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and […]

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time […]

Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s efficiency, sentiment analysis stands out as particularly powerful. Whenever a customer interacts with your brand, their overall experience can play a significant role in deciding whether they […]

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of […]