What are contact centers’ top priorities for 2018?

What are contact centers’ top priorities for 2018?

business team in serious meeting

We all know that what triggered the digital revolution is the smartphone. Starting out as a game-changing, all-in-one tech, this device quickly became an omnipresent gadget that has taken root in people’s pockets.

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. Read More

SMS@25: Its relevance and still-untapped customer service potential for SMBs

businessman holding smartphone with backdrop of birds eye view of progressive city

In the world of fast-paced communication and instant gratification, text messaging should’ve been passé by now. But SMS isn’t dead yet, and it still holds potential for customer service and for small and medium businesses (SMBs).

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.
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[Infographic] 5 Industries that need a multilingual call center

Top 5 Industries that Need a Multilingual Call Center

How will your business reach international customers in this ever-expanding global economy?

Reaching out to international markets may be difficult, but it’s a crucial step in expanding your business on a global scale. However, instead of starting from scratch and investing in establishing your local offices in each country, partnering with multilingual call centers can help jumpstart your expansion. This can help create an advantage over your competitors. Read More

Customer service: Is ‘underpromising and overdelivering’ worth the effort?

Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a customer experience an excellent one? Would you consider a normal, vanilla transaction a high-quality service?

In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of expectations low for customers; overdeliver, means going beyond what is asked. When applied, simple requests become memorable moments; customers become more satisfied because of the positive customer experience. But is this practice worth the effort for your call center? Read More

Service recovery paradox: Is it worth achieving?

excited delighted businessman in office hallway making phone call

Should your contact center aim for excellent customer service or a service recovery paradox?

As much as you strive to provide each of your consumers high quality customer support, it’s important to note that service failures will still occur at some point. It may stem from your call center’s strategies and procedures, or a failure in the technology or tools you’ve been using, or it may be caused by one errant agent. It happens. It’ll frustrate customers; that’s expected. So, you have to make it up to them and repair the affected customer relationship. Read More