How messaging apps are redefining the customer experience

How messaging apps are redefining the customer experience

businessman holding smartphone

What do Swiss army knives and messaging apps have in common? Both are multitools, though the latter ideally improves the customer experience.

It was in the ’60s when theorist, professor, and author Marshall McLuhan predicted that we’d be living in an interconnected world. He envisioned it as the global village, an interactive, unified planet connected by the mediums we use. Read More

5 Mistakes to avoid when developing your gamification strategy

wooden toy blocks showing x

Are you sure your gamification strategy will work?

Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way to improve the quality of work life in the call center. By inserting game elements to the work, it combines work and play, ideally making working in the contact center a bit less dreary. However, it’s not that simple at all. Read More

What parts of your startup should you outsource?

business team executives standing building digital world map backdrop

Outsourcing needn’t be confusing nor scary for startups. It just takes learning what processes you should let third-party companies handle.

Starting a business from the ground up takes a lot of effort and budget. Not all startups have the resources or are backed by angel investors, and so they need to be careful with their spending. If startups fail, all the effort and money goes down the drain. No matter how ingenious your startup’s innovative product or service is, if you fail to manage your other functions, your company will crumble. Read More

Should you end your partnership with your current outsourcing service provider?

businessman ripping apart contract

Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider.

You decided to outsource your customer support service. You want a company that can assure your customers that they’re in the right hands, without you draining much money. A solutions provider offers you an attractive offer which might seem like what you’re looking for. You decided to accept their offer and you two begin your fruitful business relationship. You realized, however, that it wasn’t as fruitful as you wanted it to be. Read More

5 Best practices in implementing gamification for your call center

coworkers office team in meeting boardroom high five

Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution.

Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, it mashes work and play. It strives to create healthy competition and camaraderie among your contact center agents. In that sense, gamification seems to be a panacea for the industry’s turnover concerns. Read More

Redeem the customer experience with a good customer service apology

worried call center agent

The adage Murphy’s Law states: “Anything that can go wrong will go wrong.” When service failure occurs, it’s important for your call center to know how to apologize to redeem the customer experience.

It’s common for call centers to have a script. It’s an approximation of what a typical customer interaction would sound like, and so it helps as a guide to talking to customers. In cases of service recovery, there’s the empathy spiel; it’s when agents say they’re sorry. It goes along the lines of “I’m sorry that you feel this way.” Such apologies tend to feel soulless or robotic instead of empathic. It doesn’t make for a good customer experience, it only ruins it. Read More

Maximize your call center workforce through forecasting accuracy

businessman deeply contemplating in front of laptop computers

The ability to adjust your workforce accordingly is key to an efficient and effective call center.

Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons; but then there are days when it can get too light and boring like during downtimes. And by predicting the volume of incoming customers calls, your workforce becomes more manageable. Read More