At first glance, your focus on increasing customer service responsiveness may seem commendable, but this may actually be doing more harm than good. Many call centers’ default strategy for delivering support is to respond quickly to queries and complaints as they arise. Nothing’s wrong with this reactive approach. Of course, we can’t discount the fact […]
Every organization that gathers and analyzes data has a story to tell, so why aren’t they out there telling their stories? Most companies know that they need technical expertise to build a data-driven organization. They must have people who are good at numbers and research, and they need experts who can make sense of big […]
All over the world, businesses are operating in a landscape where everything is changing fast, thanks to technology. Let’s look at how the world’s outsourcing capital, the Philippines, is adapting to this dynamic environment. The Philippines is no stranger to successive tech trends and innovations, all of which are reshaping its business landscape. There’s the […]
Customer service doesn’t only extend to active customers but also to the inactive ones. Here’s how dormant customer re-engagement is done. In any business, retaining customers is just as crucial as acquiring new ones. One challenge many businesses face is re-engaging dormant customers or those who have disengaged with the brand for various reasons. Today, […]
Let’s face it—call centers can’t survive without technology. They constantly rely on Internet connectivity, smart devices, and automation tools to communicate with customers. Is this dependence becoming unhealthy? Contact centers started to embrace an omnichannel strategy when handheld gadgets became popular. Most of them now deliver customer support in various modes—live chat, social media, email, […]
The big data craze isn’t likely to quiet down anytime soon. It’s continuing to build a positive reputation for itself, as it helps organizations solve business-related problems in innovative ways. Across industries, entrepreneurs see data—coupled with the ability to understand it—as a means of fully understanding their customers and business processes. Indeed, plenty of companies […]
Call centers always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call center partner directly impacts your brand’s reputation and customer satisfaction. Receiving a bad performance review from your call center can be disheartening, but it’s also […]
Year after year, the customer support landscape is changing alongside the formation of new tech trends and innovative ideas. Let’s look at five of the most significant, research-based insights we discovered this 2016. Every industry out there is saturated with fast-growing firms vying for global dominance. So in addition to launching impressive products, businesses are […]
Let’s stop the meaningless chatter about big data and start talking about results. Everyone in the world of business is engrossed in the possibilities of big data and analytics. More often than ever, we’re seeing how these highly sophisticated tech-driven capabilities revolutionize customer service and marketing strategies. It’s apparent that data-driven insights are pushing us […]
Data analytics shows how customer experience should be delivered. Learn how your brand can tap into its potential here. Data analytics has become a game-changer for businesses seeking to enhance customer experiences. Through the power of data, organizations can gain deep insights into customer behavior, preferences, and needs. Because of data analytics, brands are able […]
