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.
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.
It’s been another long, full year for Open Access BPO. This 2017 presented a host of opportunities for the company to establish an even stronger international presence and serve more brands all over the world.
This digital movement is so impactful that it’s reshaping consumers’ behaviors. Everyone’s glued to their phones, expecting brands to be accessible across Facebook, email, or the phone. Online shoppers want fast answers to their questions and reliable Internet payment options. They want their problems solved instantly at any time of the day, any day of the week.
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.
When you started your business, one of the first things you probably thought about was the company logo. You probably kept asking, “What icon best represents my business and what it offers?” or “What color should I go for?”
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