Customer service: Is ‘underpromising and overdelivering’ worth the effort?

Customer service: Is ‘underpromising and overdelivering’ worth the effort?

Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a customer experience an excellent one? Would you consider a normal, vanilla transaction a high-quality service?

In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of expectations low for customers; overdeliver, means going beyond what is asked. When applied, simple requests become memorable moments; customers become more satisfied because of the positive customer experience. But is this practice worth the effort for your call center? Read More

Service recovery paradox: Is it worth achieving?

excited delighter businessman in office hallway making phone call

Should your contact center aim for excellent customer service or a service recovery paradox?

As much as you strive to provide each of your consumers high quality customer support, it’s important to note that service failures will still occur at some point. It may stem from your call center’s strategies and procedures, or a failure in the technology or tools you’ve been using, or it may be caused by one errant agent. It happens. It’ll frustrate customers; that’s expected. So, you have to make it up to them and repair the affected customer relationship. Read More

The state of customer trust in the mobile-first market landscape

businessman in glasses looking closely at smartphone

While the Internet of Things has indeed brought accessibility and comfort to customers, it also brought uncertainty. With customers concerned with how their personal data is being used, customer trust is critically affected by how companies tackle data security worries in the mobile-first environment.

This year’s celebration of the Customer Service Week was held in early October, once again emphasizing the importance of the people working in the industry. For 2017, its organizers went with the theme “Building Trust™,” recognizing the role of ensuring customer trust in creating long-lasting business relationships. Read More

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?

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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