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Which key moments define the customer experience?

Creating and sustaining a branded customer experience is a continuous process. Using insights from their customer service team, brand managers work hard to lay out a straightforward customer journey. In reality, however, the customer doesn t always follow this path.

Transactional vs knowledge-based call centers

In a fast-changing business landscape, all customer service providers must aim to become more knowledge-driven. In a contact center, routine can establish consistency and help familiarize agents with the organization s standards and policies. However, too much of it can also be detrimental to an organization s growth.

What to do when call center agents make a mistake

Should managers stick to the company s policy or prioritize the customer experience at all costs? Aside from building a relationship with customers, error-free customer service is one of the main priorities of brands and outsourcing companies. However, no matter how much effort a call center exerts to ensure accuracy, errors are an inevitable part […]

Quality monitoring tip: Listen to your customers

Customers should always be a brand s main focus, especially in quality monitoring. There’s no better way to optimize your brand’s call center services than through quality monitoring. It serves as the foundation of a proactive customer service that reflects the customers’ voice. And because of this, all customer outreach managers and brand owners must […]

The 4 types of telemarketers

  For your sales training programs to drive optimum results, you should know the unique traits of your telemarketers. Telemarketing is an essential component of any type of business because it can readily drive results. It allows a call center to directly connect with their target customers and gain instant feedback. This way, they can […]

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