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5 Things that happen when your CRM tool is outdated

Primarily viewed as a luxury resource for contact centers, customer relationship management (CRM) tools have now become a necessity. Generally, customer service providers use them to monitor transactions, which may take place in a variety of platforms. But aside from organizing interactions, they also help automate customer service and sales functions.

Measuring the customer effort score: Key things to remember

Are you losing customers despite your impressive services? High customer effort may be the culprit. In 2010, Harvard Business Review published an article titled, “Stop trying to delight your customers.” Its premise is that customers stay loyal not because of over-the-top services but rather because of hassle-free experiences. Furthermore, authors Dixon, Freeman, and Toman said […]

5 Tricks to speed up complaint handling in your contact center

In the customer service arena, speed is king. For many customers, it has become the standard of great services. Now that customers expect everything to happen instantly, brands and their contact centers can’t afford to slack off. The grand ambition of all businesses nowadays is to streamline complaint handling to provide the ideal customer experience—fast, […]

5 Tips to improve agents’ intercultural communication skills

Effective training programs that promote cultural sensitivity have been in demand in recent years, and you can observe this trend across industries. Mainly, it’s because we live in an increasingly connected world. Today’s most competitive brands set their sights not only on one specific market group but rather on multiple sectors. Therefore, interacting with diverse […]

Why it’s hard to measure social customer service

The advent of social media is fascinating. Although these social networking sites were originally created to enhance personal relationships, they have now evolved as customer service tools. Websites such as Facebook and Twitter are now among entrepreneurs’ top choices for customer care delivery and online marketing. These platforms provide brands and customers a convenient and […]

Great customer interactions have these 5 things in common

In the customer service context, conversations have always been complex, as they go beyond the simple exchange of words. When agents talk with a customer, they convey meaning not just through words but also through pauses, the tones of their voice, and other sounds such as sighs or laughter. Great conversations are a result of […]

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Open Access BPO
Open Access BPO21 hours ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO2 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO5 days ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

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Open Access BPO
Open Access BPO7 days ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO1 week ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

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Open Access BPO
Open Access BPO1 week ago
Ensure business growth and program deployment by choosing the right outsourcing company to back up your #CallCenter processes. See how Open Access BPO effectively launches client programs with its flexible #outsourcing implementation approach: https://zcu.io/1EtL

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