Despite the boom of social media, email remains an integral part of the multichannel customer service strategy. Your customer experience (CX) strategy won’t be complete without customer service emails. The phone (and other voice-based messaging channels) is still considered the most important customer support channel today. Customers value its accessibility, highlighting real-time support they can […]
Philippine BPO companies are not just creating job opportunities, they’re also boosting the country’s economic growth in plenty of ways. Since the Philippines saw the potential of the business process outsourcing (BPO) sector, it’s been on a mission. The ultimate goal has always been to catapult it toward global dominance. By giving it the push […]
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.
Providing exceptional customer service is paramount for success. Customers expect quick and personalized interactions that address their needs effectively. One key technology that can revolutionize your customer interactions is a Smart IVR (Interactive Voice Response) system. By leveraging the power of automation, personalization, and intelligent routing, a Smart IVR can significantly enhance the overall customer […]
Almost everyone has a smartphone, so why not take your customer service there? Now’s the time to get familiar with mobile customer service! Staying connected with customers and providing excellent customer service is important for your business. As technology continues to evolve, mobile customer service apps will become your tool for enhancing customer experiences. These […]
If you’re staffing a program for your call center or adding an admin to answer the phones, you want the best people possible. Here’s how to tweak your recruitment strategies to get the best talent. Hiring exceptional contact center agents is crucial for delivering excellent customer service and maintaining high productivity levels. Traditional recruitment methods […]
Have you launched a Facebook group for your customers yet? Facebook is far from being a uni-purpose customer engagement tool. Although business owners usually create a Page to promote their brand, there are plenty other sub-platforms that can reinvent the way you reach out to customers.
In today’s business landscape, making every conversation count is the key to success, and leaving social media out of the picture is not an option. Many customers prefer to use Facebook or Twitter to contact brands simply because they’re easy to use. These sites are accessible with just a flick or a tap of the […]
A sure-fire way to transform the brand experience is by listening to the voice of the customer. Providing an exceptional customer experience is no longer a luxury but a crucial aspect of success. Customers are no longer satisfied with just high-quality products or services; they crave a memorable and personalized brand experience. As a business […]
Believe it or not, your customers can tell when your front and back offices are poorly integrated. Call centers commonly focus most of their efforts, resources, and knowledge on improving customer service. As a result, back office concerns are often excluded or not fully incorporated in their customer relationship management (CRM) strategies. In the long […]