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 […]
What really is the secret to customer satisfaction? Brands have long been concerned with boosting their performance at every touchpointโthe in-store sales experience, phone customer support, online interactions via various channels, and many others. Most of them compartmentalize these tasks, and it’s easy to see why. Managing individual touchpoints is much simpler. It’s more organized […]
Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team? From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding […]
These days, it takes a customer-centric mindset to build a brand that people will love and stick to. The concept of customer centricity is simple enough to understand. Fundamentally, it just means that a business must focus on providing the needs of its customers, putting consumers’ interests above one’s own, and providing services especially designed […]
Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.
Over the last years, as outsourcing managers have begun to realize the value of their people, employee engagement emerged as a big topic in business. But even if we keep talking about staff engagement and employee satisfaction, many organizations still fail to keep their best talents working for them. In fact, in the US, it’s […]
Managing customer expectations is tricky. It’s by no means an exact science, which is precisely what makes it a difficult task. People’s expectations from your brand affect the customer experience in many ways. Failing to meet consumers’ standards translates to poor sales and low customer retention rates. A critical part of managing buyers’ expectations is […]
Ecommerce websites can boost sales by increasing customer engagement with the help of online customer service channels. Today’s brands know that much of their success relies upon their digital performance. Your website should be able to convert visitors into customers and keep previous buyers coming back. Sadly, many businesses just sit back and watch helplessly […]
In an omnichannel world, is the phone still relevant? Along with technology’s forward march, the way that we communicate over long distances also drastically changed. From traditional options like the phone (and the nearly obsolete snail mail), we now have social media, email, and instant messaging. Businesses, of course, have no choice but to keep […]