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The 4 types of shoppers and their customer care preferences

Do you understand how your customers are making purchasing decisions? And if so, are you using this knowledge to improve your brand’s customer support? Customers have largely differing purchasing styles. These, for the most part, can only be explained by consumer psychology. Behavioral psychologists are trying to uncover the cognitive processes that explain why people […]

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. But […]

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 Reasons why it has become harder to please customers

If you think it has become harder to make your customers happy these past couple of decades, you’re right. The rise of the modern consumer necessitates a greater effort from brands so they can keep meeting people’s changing demands. In 2016, the American Customer Satisfaction Index (ACSI) released a report saying that it has become […]

When your call center gets in the way of your brand’s growth

Nowadays, outsourcing means more than just cutting costs. It has emerged as a business strategy that lets brands expand their capabilities and market reach, with the goal of building the ideal customer experience. This shift in perspective means it’s now harder for brand owners and customer relations managers to pick the right call center to […]

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, […]

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Open Access BPO2 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

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Open Access BPO3 days ago
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