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What’s in store for customer support chatbots this 2017?

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.

4 Successful big data projects that enhanced the customer experience

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 […]

How can call centers recover from bad performance reviews?

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, […]

10 Self-service stats you can’t afford to ignore

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 […]

Overcoming talent gaps: 7 tips for contact centers

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 […]

5 Research-backed customer support insights we learned this 2016

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 […]

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Open Access BPO
Open Access BPO3 days ago
Call centers cannot afford data loss. However, circumstances like hardware glitches, #cyber attacks, and natural disasters can lead to this.

How do you protect the lifeline of your #CallCenter in such cases? Find out in this blog: https://zcu.io/bjPx

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

#WeSpeakYourLanguage #CustServ #CallCenter
Open Access BPO
Open Access BPO6 days ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO7 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO1 week ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService