Make your call center agents’ lives easier

excited call center agents

Your agents’ experience matters just as much as customers’ happiness.

Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then here’s a sad news: all these are a lost cause. Read More

5 Trends that will shape your brand’s customer support this 2018

call center agent with customer support team

This 2018, what should your customer support strategy look like?

To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs.

If you’re revamping your customer service this year, here are the five most important trends you must consider. Read More

SMS@25: Its relevance and still-untapped customer service potential for SMBs

businessman holding smartphone with backdrop of birds eye view of progressive city

In the world of fast-paced communication and instant gratification, text messaging should’ve been pass√© by now. But SMS isn’t dead yet, and it still holds potential for customer service and for small and medium businesses (SMBs).

In this month, 25 years ago, the first-ever text message was sent by then-developer Neil Papworth to Vodafone director Richard Jarvis. While it wasn’t totally embraced during its infancy, it has slowly taken over voice communication and email as the most widely used communication channel. All of these came into fruition through hard work and two words: Merry Christmas.
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[Infographic] 5 Industries that need a multilingual call center

Top 5 Industries that Need a Multilingual Call Center

How will your business reach international customers in this ever-expanding global economy?

Reaching out to international markets may be difficult, but it’s a crucial step in expanding your business on a global scale. However, instead of starting from scratch and investing in establishing your local offices in each country, partnering with multilingual call centers can help jumpstart your expansion. This can help create an advantage over your competitors. Read More

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 delighted 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