To provide your customers the best service possible, choose the right CRM tool. Here’s how you can pick one that meets your needs. As a business owner, you know that effectively managing customer relationships is essential for the growth and success of your company. A key tool in achieving this is Customer Relationship Management (CRM) […]
Multichannel retailers are aware of the dangers that fraud has. But does being aware of fraud make it easier to spot? Not exactly. Transactions have grown exponentially for multichannel retailers. Unfortunately, multichannel retailing, with its diverse online and offline touchpoints, poses distinct challenges. Because of this, the increasing prevalence of multichannel retail fraud has become […]
By providing a wide range of customer service options, brands empower their consumers and make their lives a lot easier. To meet varying and fast-changing customer expectations, brands have to diversify the methods they use to connect with their target clients. This is one of the best ways to personalize your services and make individual […]
Data analytics, borne out of the need to make sense of big data that contact centers collect during their everyday operations, is completely changing the way brands deliver customer service. Brands are always on the hunt for new ways to add value to the services they bring to customers. As the consumers’ standards of good […]
Call centers can improve the customer experience by making the most of intelligent speech recognition tools. It was in 1952 when Bell Laboratories launched Audrey, the first speech recognizer. Borrowing the same tech that Alexander Graham Bell built, the device could recognize only digits.
Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]
What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by the use of multiple channels, allowing brands to interact with several customers at once. Generally, we’d say it’s a good thing. The more customer data […]
Data analytics allow brands and their call centers to gain a competitive advantage over their competitors. So why are so few organizations adopting this technology? In an industry driven by digital technology, measuring customer satisfaction through quantitative, transaction-based metrics isn’t enough. Brands need to dig through mountains of data to make sense of what customers […]
Customer-centric outsourcing services are built from feedback generated from various touchpoints. Philippine call centers rose as a promising location for outsourcing for one primary reason: they ve mastered the art of listening while too many contact centers often squander this income-generating skill.
Speech analytics has the power to transform contact centers into insight-driven organizations. Classified as a high-value subset of data analytics, speech analytics has become one of the most in-demand call center solutions. This tool is popular among companies mainly because it allows them to make evidence-based decisions. They gain useful insights from customer interactions, allowing […]
