Monitoring call center shrinkage will allow you to optimize agents’ scheduling for increased productivity. Agents are the most important resource of call centers. Although automated solutions already exist, nothing can match the quality of work real people can deliver, especially when it comes to customer service. To stay on top of massive amounts of customer […]
As customers’ loyalty to their banks continues to decline, how should financial firms respond? It’s always been challenging for banks and other financial services companies to innovate. They can’t immediately change their processes because of various restrictions, such as strict regulatory policies and data security concerns. As a result, they’ve been slow to migrate to […]
Your call center team leaders are some of the most important staff members who can help you attain your goals. For this position, you have to find people you can fully trust. Team leaders are in charge of relaying a brand’s customer service goals to the people in their team and ensuring that everyone’s working […]
As consumers are increasingly becoming selective not only about the brands they patronize but also the information they accept, telemarketers are facing a big challenge. Telemarketing isn’t just about gaining knowledge about a product or service and telling customers about it. In an era wherein people filter out irrelevant information from marketers, sales representatives must […]
How well can your call center agents respond to challenging situations? Preparing for worst-case scenarios allow agents to learn how to respond to customers the right way. During these moments, it’s even more crucial to show customers that your reps can handle difficult issues effectively. However, it’s not advisable to use scripts. When agents recite […]
Customer loyalty is a timeless concept. Despite a rapidly changing business landscape, it will continue to be one of the most crucial goals of all enterprises.
In a multicultural environment, how can healthcare organizations enhance the patient experience? In its early days, the healthcare outsourcing industry focused on processes such as data entry and transcription. However, now that outsourcing companies are becoming knowledge-based and tech-driven, the services that the industry offers are also evolving. They’ve included healthcare information management, clinical research, […]
Is the 4-day, 40-hour work week the solution to plummeting productivity and low engagement? Economist John Maynard Keynes predicted that by 2030, technology would allow us to work for just 15 hours a week. He was optimistic that the living standards in well-developed countries would continue to rise, giving people more time to enjoy the […]
Everybody says speed is king in customer service. Do you agree? You’re probably already tired of hearing customer relations experts going on and on about speed. The case for fast customer support is strong and made more prevalent by the rise of smartphones and an ever-widening Internet penetration. These innovations rapidly altered customer expectations. Nowadays, […]
