There’s no one-size-fits-all approach to making customers happy. In delivering excellent customer service, you have to consider the type of your business and what clients expect from you. B2B companies—businesses that provide products and services to other businesses—must adopt a customer strategy that’s different from that of firms that cater to consumers (B2C). This is […]
The value of every agent, who works hard to please customers, is impossible to quantify, as it goes far beyond the numbers. That’s why for contact centers, employee engagement must be the top priority. For every poor performer, brands can lose customers or suffer from the onslaught of negative feedback.
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.
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 […]
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, […]
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 […]
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 […]
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 […]
Speech analytics arms contact centers with customer service and sales strategies that are driven by consumer insight. Speech analytics tools have become commonplace in contact centers. Its adoption is driven by an array of benefits, from fraud prevention to quality management to compliance with service protocols.
