Customer journey maps help brand managers make customer-centric management decisions. A customer journey map is a visual framework that traces the steps that consumers undergo from the moment they discover a brand up to the purchase stage. By allowing managers to view a brand from the customer s eyes, they can make decisions that would […]
All call centers want to be customer-centric, but why are so many still failing? In this age, call centers are left with no excuse to justify poor services. Because the methods, technology, and tools for collaborating with customers are within their reach, they’re expected to build a customer-focused culture. But as many of them are […]
Using a conversational tone on social media can invite customers to talk to you more. The beauty and hazard of multichannel customer support is that it allows brands to reach customers through various means. It’s a beautiful thing because it helps strengthen the relationship between the two. At the same time, however, it can be […]
Storytelling is a powerful telemarketing technique every brand needs to master. Storytelling, an old-as-time technique for engaging an audience, has been gaining traction in recent years as a marketing and sales strategy. Brands are reviving this practice to entertain customers and prospects. By relaying powerful narratives, sales reps bridge the relationship gap between a brand […]
The war between on-premises and hosted contact centers is becoming even more intense. While it’s true that cloud solutions for outsourced customer support have become popular, many business owners are still torn between on-premises and hosted service providers. It doesn’t help that the battle between these two call center types is marred by a lot […]
Can you protect your customers data from ransomware? In the first quarter of 2015, ransomware was found to re-emerge, stronger than before. McAfee Labs saw a 165% rise in “data kidnapping” threats last year, and hackers were using a different technique to make it harder for their victims to regain access to their servers.
Scripts may be effective in steering conversations in the right direction, but they rarely work for communicating empathy. Empathy, long been regarded as an essential component of successful customer support, makes interactions more meaningful. Taking it out of the equation is like punching a gaping hole right through otherwise productive dialogs. Without it, brands are […]
Grooming frontline employees to become call center leaders ensures positive interactions with customers. Here’s how it is done. Frontline employees form the bedrock of customer interactions. They are the first point of contact, the voice that addresses concerns, and the problem-solvers who navigate challenging situations. However, many organizations are realizing that frontline employees have the […]
If you’re planning to ink multiple outsourcing deals, be sure you can multitask. Multisourcing became popular as an attempt to guard against the risks of relying on just one major provider. By signing smaller deals with multiple outsourcing companies, businesses obtain expertise from various sources. At the same time, the selected providers aren t burdened […]