Making critical business decisions based on traditional customer service metrics alone can be detrimental to your brand. The customer support industry has been transforming in many ways over the past few years. A large part of this evolution is driven by consumers’ changing expectations and the unstoppable spread of mobile devices. Instead of transactional seller-buyer […]
What’s your call center’s culture and how can you tweak it to drive up productivity and employee engagement? In 2014, culture was the most searched term on Merriam-Webster, and the lookups weren’t just coming from members of the academe. Although we can’t precisely tell who made those searches, it’s clear that the concept of culture […]
As consumers become more selective about the brands they trust, it’s clear that organizations must promote transparency in order to build customer loyalty. Appealing ads and catchy slogans are no longer enough to capture people’s attention. As consumers now have instant access to all kinds of information via the web, their buying motivations are also […]
When the limits to the capabilities of agents have been reached, call center burnout occurs. Here are signs that leaders should look for. Running a successful call center requires a dedicated team of agents who are committed to providing exceptional customer service. However, the demanding nature of the job can sometimes take a toll on […]
The basics of satisfying customer support can be compressed to four key elements. Here’s how to handle them correctly. With empowered customers being the new norm in today’s business landscape, providing exceptional customer support is more important than ever. It is a critical component of building strong customer relationships, fostering loyalty, and maintaining a positive […]
Thanksgiving Day, Black Friday, and Cyber Monday mark the official start of the holiday sale period. During this season, how can brands boost customer satisfaction and increase their sales? Every year, millions and millions of shoppers visit their favorite stores or go online to avail exciting holiday promos. For retailers, therefore, this period is crucial. […]
Providing an effortless customer experience has become a crucial differentiator for businesses seeking to gain a competitive edge and foster customer loyalty. Customers now have higher expectations than ever before, demanding seamless interactions, personalized service, and efficient resolution of their issues. Customer relationship managers know it takes a lot of hard work to make customers […]
Can the customer support career path be fulfilling? It can be, if organizations know how to nurture them. Here’s how. The journey from a novice support representative to a seasoned expert can be a rewarding one. In fact, the customer service career path has a multitude of opportunities for those looking to build a fulfilling […]
Among Asian emerging economies that have released their growth data for Q3 2016, the Philippines is the fastest-expanding nation. As indicated by its gross domestic product (GDP), the Philippine economy grew 7.1% in Q3 (July to September) this year. The expansion is backed by robust public infrastructure spending, increased private construction, and improvements in agriculture. […]
Facebook is about to launch a unified inbox that would let brand managers handle multiple interactions across Facebook Pages, Messenger, and Instagram. Great conversations allow businesses to forge meaningful customer relationships. That’s why these days, businesses are spending so much time managing their online interactions in multiple social media platforms.