In today’s business landscape, making every conversation count is the key to success, and leaving social media out of the picture is not an option. Many customers prefer to use Facebook or Twitter to contact brands simply because they’re easy to use. These sites are accessible with just a flick or a tap of the […]
Your business is nothing without your customers, so why don’t you give them a chance to speak up? We can all agree that the way forward is clear: brands have to build a conversation-driven platform to boost customer engagement.
Surviving tough business competitions isn’t always about having the best products. Sometimes, it’s about creating a branded customer service strategy. Budding entrepreneurs who want to make it big commonly find it difficult to differentiate their brand from their competitors, especially because of the crowded marketplace. Basically, anyone who wants to try out their luck in […]
Believe it or not, your customers can tell when your front and back offices are poorly integrated. Call centers commonly focus most of their efforts, resources, and knowledge on improving customer service. As a result, back office concerns are often excluded or not fully incorporated in their customer relationship management (CRM) strategies. In the long […]
Is average handle time still relevant now that more and more customers expect personalized services? Many call centers have always included average handle time (AHT) in their primary metrics when determining their agents’ productivity and performance. As a call center metric, it refers to the average duration of a transaction, starting from the moment an […]
Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are hiring part-time workers as a flexible staffing solution to cut operating costs, especially during off-peak hours. With a team of part-timers, managers can also optimize […]
Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]
Empowered customers are always on the move—from one gadget to another and from one brand to the next—as their standards continue to rise. What should you do to keep up? Perhaps we can attribute consumers’ rising standards of good customer service to technology and its unstoppable diffusion. As people’s options for contacting brands multiply, they […]
What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by the use of multiple channels, allowing brands to interact with several customers at once. Generally, we’d say it’s a good thing. The more customer data […]
