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3 Types of consumer insights a call center must share with other departments

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 […]

What ‘easy customer service’ means to consumers

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 […]

Keeping data integrity intact: Tips for contact centers

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 […]

Team management dilemma: Should you fire lazy agents right away?

In a productivity-focused setting like a call center, it seems there’s no room for lazy agents. Or is there? As a manager, we’re sure you’ve encountered this employee before: the one who never seems to get any work done. Either you’ll find them wandering about and chatting with their teammates or just sitting in front […]

The impacts of a multichannel strategy on customer centricity

Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it. As a whole, focusing on the customer means two things: first, brands need to gain a 360-degree view of the customer and second, they need to satisfy a large […]

How content marketing insights can benefit the call center

There’s an old adage that goes, “The whole is greater than the sum of its parts.” In one word, we can refer to this as “synergy,” a crucial concept in integrated marketing. Synergy is a concept that’s been used in different areas, including science and communications. In marketing, synergy happens when two or more initiatives […]

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