To meet consumers’ expectations and provide them an outstanding customer experience, you first need to know exactly what they want. Of course, the only way to do this is to get to know your customers. By collecting firsthand information about them and making sense of the gathered data, you’ll understand the needs, wants, and priorities […]
Changes in technology, business strategies, and buyers’ preferences are transforming the customer support landscape. To cope with this constant flux, call center managers must keep reshaping and reorganizing their processes. To do so, they must update their objectives, acquire new tech tools, and carry out new customer experience strategies. The question is: Are they heading […]
Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive. Worse, even call center managers make the mistake of looking at customer service jobs this way. Thus, encouraging creativity among frontline agents is often at the bottom […]
Chatbots have come a long way since their invention in the 1960s. One of the first bot-operated programs was called ELIZA, considered a primitive form of artificial intelligence (AI). It was designed by MIT computer scientist Joseph Weizenbaum to simulate conversations. Unsurprisingly, its biggest weakness was that it lacked the ability to contextualize a message.
In an information-driven world, organizations’ real power lies in their ability to leverage data to build meaningful customer relationships. With the right people, processes, and tools, companies can use the data they gather from consumers to their advantage. They can understand people’s true sentiments, make business predictions, and come up with innovations that meet people’s […]
Call centers are always working hard to deliver excellent customer support. But no matter how good they are at their craft, most of them are bound to get poor performance reviews at some point. These setbacks are a natural part of running a contact center. You may think you have outstanding employees, high-caliber tech tools, […]
The true measure of customer centricity lies in how easy it is for people to find answers to their questions. This is why you need to optimize the self-service features of your customer care strategies. Self-service customer care is revolutionizing the customer experience in many ways. By giving customers easy access to information, you’re not […]
Despite recruiters’ best efforts to find skilled employees and get them to stay, 68% of human resource professionals are still having difficulties filling vacant positions in their organizations. The Society for Human Resource Management said this is an 18% point increase from the 2013 figure. Back then, only 50% of those surveyed reported having hiring […]
Year after year, the customer support landscape is changing alongside the formation of new tech trends and innovative ideas. Let’s look at five of the most significant, research-based insights we discovered this 2016. Every industry out there is saturated with fast-growing firms vying for global dominance. So in addition to launching impressive products, businesses are […]
