Why Attrition is still a problem for contact centers.
Attrition is still a common problem for contact centers. With average call center turnover rates between 25%-35%, it can be challenging to maintain quality customer service. The success of your business depends on your team, and if you are experiencing high turnover rates, your customer experience can take a hit. Let’s not forget that high […]
How CMO’s can help your contact center in 2021 and beyond
Departments have different goals, and most times, their objectives will be different from the contact centers, but the truth is, every department is at its core a customer experience department. So how can a chief marketing officer (CMO) play a crucial role in your contact center? At first glance, CMOs and contact center leaders may […]
The role of digital in the evolution of customer experience
It may not seem like it, but not too long ago, customers who wanted to contact companies had to go through a specific channel of the company’s choice between 8 am and 5 pm, Monday to Friday. Organizations were in complete control of where interactions took place and when. As a result, it was infuriatingly […]
Customer operations: the secret ingredient for seamless customer service
Not every customer query or issue is easily solved. This should come as no surprise. You can prepare for many situations, but somehow there will always be a situation that can not be resolved as seamlessly as you would want. Situations that typically can’t be solved through a predetermined script require another department’s input or […]
How to Use Omnichannel Marketing to Bolster Your Customer Experience Journey
Customer satisfaction depends on one thing: experience. Many factors impact a customer’s experience with your company. Your customers will measure your business based on their experience of engaging with it. Ultimately, customer experience is a form of relationship management. Looking after your existing customers is key in sustaining a business. A key aspect of customer […]
3 Ways A Chatbot Enhances Customer Experiences
Chatbots are changing the way businesses engage with their customers, and when the chatbot interactions are seamless – these changes are exceptional. Bots have become a vital part of most customer experience strategies. Whether it’s providing support or increasing efficiency, chatbots are creating seamless customer service management. A recent survey found that 80% of businesses […]
The top 4 Customer Service Skills for 2021
Bad customer service costs you. In fact, it costs businesses more than $75 billion a year. Shocked? Probably not. Customer experience has become the driving force behind most product development and business strategies. Customer service can offer valuable differentiation in the marketplace. But truly great customer service can be challenging to maintain over time. The […]
Customer operations: the secret to top-notch customer service
Not every customer query or issue is easily solved. This should come as no surprise. You can prepare for many situations, but somehow there will always be a situation that can not be resolved as seamlessly as you would want. Situations that typically can’t be solved through a predetermined script require another department’s input or […]
Total Experience Vs Customer Experience: Why it matters in 2021
Think about the last time you had a great experience as a customer — remember the ways that experience left you feeling. Now do the same for the last time you had a poor experience as a customer. This time think about the last time you had a great experience as an employee — remember […]
The rise and decline of voice: A case study for the telephone in contact centers
As one of the longest standing channels, telephone customer service has evolved drastically over its time. Going from the most reliable and widely used channels offered customers real-time communication they knew would deliver results. As businesses become more digital, traditional voice customer service had to evolve. Here, we explore the evolution of telephone customer service. […]