In terms of cyber security, 2016 has been a tough year for brands. How should you gear up for a new breed of IT threats in 2017? Information security breaches made headlines this year. As of last month, over two billion records have already been stolen, exposing consumers and businesses to massive risks. Even big […]
Your frontline customer service teams possess deep knowledge about your customers, internal processes, and business strategies. But are you capturing their insights? If we’re going to be honest about it, most organizations still exclude their employees from their decision making processes. It’s often because their culture prevents top executives and employees from communicating with one […]
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 […]
Providing exceptional customer service is paramount for brands seeking to gain a competitive edge. Many companies are now considering partnering with outsourcing call centers to handle their customer support needs efficiently. By opting to outsource customer service to a call center, your brand can strategically increase customer satisfaction and ensure excellent customer experience. This approach […]
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 always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call center partner directly impacts your brand’s reputation and customer satisfaction. Receiving a bad performance review from your call center can be disheartening, but it’s also […]
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 […]
