Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.
Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.
Some customer service techniques aren’t really long-term. In fact, there are some that you should completely abandon. The right customer service strategy plays a crucial role in shaping customer satisfaction, loyalty, and brand reputation. However, not all customer service techniques are created equal. It’s important to identify and abandon outdated approaches that no longer resonate […]
What may seem like a trivial mishap is enough to make customers think you don’t care. Customer experience matters now more than ever. It’s not just a business strategy, it has become brands’ primary selling point—the most important factor that sets them apart from their competitors.
Will artificial intelligence (AI) tools eventually gain enough power to drive all humans out of call centers? Several customer support roles have already been replaced by software and machines. There are now bots that can make consumer purchases for customers, sell travel tickets, approve requests, and others. In many parts of the world and across […]
Table Of Contents Challenges Associated with Call Center Transactions The Need for Transforming Transactional Calls into Conversations Key Differences Between Call Center Transactions and Conversational Interactions Enhancing Customer Experience through Conversational Approach in Call Centers Strategies to Transition from Transactional Interactions to Conversational Interactions The Role of Technology in Enabling Conversational Interactions Best Practices and […]
People are opinionated when it comes to relationship red flags. The same goes for shortcomings in customer relations. As a business owner, you understand the importance of building strong customer relations to ensure the success and growth of your brand. However, despite your best intentions, you may unknowingly be sabotaging these relationships. Today, we will […]
Everybody says speed is king in customer service. Do you agree? You’re probably already tired of hearing customer relations experts going on and on about speed. The case for fast customer support is strong and made more prevalent by the rise of smartphones and an ever-widening Internet penetration. These innovations rapidly altered customer expectations. Nowadays, […]
No, it’s not just semantics. If you want to create a more robust customer service strategy, you should know the differences between these two customer experience trends. Many entrepreneurs use the terms “multichannel” and “omnichannel” interchangeably. It’s only to be expected, given that both of these terms surfaced at around the same time, when various […]
Culture plays a significant role in determining the impact of brand messaging to the market. We can even say that the two concepts, culture and branding, are inseparable. New lifestyle trends and social causes trigger the emergence of new purchasing practices. Thus, only smart brands that constantly evolve in order to cope with customers changing […]
Do you sometimes feel that many of the calls you get from customers are a little unnecessary? Your agents may often encounter callers who repeatedly ask for the same information over and over, while others simply don t know how else they could access the data they need using other means. These types of calls […]