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What adding value to the customer experience really means

Businesses are always talking about adding value to the customer experience. But what does “added value” really mean for customers? The idea that brands should add value to their customers’ purchases and transactions is a popular one. It’s probably one of the most commonly talked about strategies for pleasing customers and keeping them around.

How to find out if your brand is really customer-centric

There’s no instant formula for building a successful enterprise, but if you’re trying to make your brand more customer-centric, then you’re on the right track. But how can you make sure that your brand, together with your call center, is doing a good job of capturing clients’ interests?

5 Tough decisions all call center team leaders must make

The entire career of a call center team leader consists of a long string of decisions, ranging from simple, day-to-day matters to complex and highly critical ones. The strongest leaders work hard to boost their decision-making skills. Making the right moves when facing a complicated scenario can make an entire team more effective and productive, […]

The growing fraud problem plaguing ecommerce

As digital scam artists keep honing their craft to outsmart ecommerce brands, how do you make sure your fraud prevention techniques are robust enough? When brands began moving their stores to the digital space, everybody expected swindlers to follow. Unsurprisingly, they’ve modernized their thieving tactics to adapt to the changing business landscape. And yet, even […]

Business tip: Don't avoid failures; make the most of them

Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so many of us still trying to shirk our innate tendency to be wrong as though our lives depended on it? Entrepreneurs are especially prone to […]

How should content moderators deal with Internet trolls?

We’ve all encountered Internet trolls. They thrive in any virtual space where conversations take place—online forums, review websites, and social media threads, to name a few. The Internet is one of the most revolutionary innovations we’ve seen in the past few decades. Its biggest triumph, perhaps, is granting us the freedom to express our opinions […]

A brief introduction to skills-based routing in call centers

Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this guide is for you. As more and more brands come to realize just how crucial the customer experience is, many of them have begun to […]

10 Customer care gestures that will make your clients feel special

When it comes to customer service, every ounce of effort—both tiny and grand—counts. Brands may feel the need to impress their customers with fancy gestures to gain their trust or fuel their loyalty. But in most cases, what customers really appreciate are the tiny things that show you genuinely care about them. These simple acts […]

7 Content marketing tips for contact centers

Content marketing can help call centers raise brand awareness, establish a credible image, and build new connections with prospective clients. Delivering high-quality content for your target audience must be one of your digital marketing goals. This is especially critical for B2B firms like call centers. Great content can give your organization a competitive edge and […]

What's the ideal conflict resolution style for customer support reps?

How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into unreasonable complaints and requests. In these cases, they must be able to communicate clearly with customers so they can reach a common understanding.

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