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 […]
Customers always have a high standard when contacting support. In fact, there are some customer service blunders that they find frustrating. Customer service, a vital aspect of any business, often serves as the frontline for engaging with customers. However, customer service blunders in this critical department can quickly turn a customer’s experience sour. Let’s have […]
Multichannel success doesn’t happen overnight. There are a lot of factors to consider, and here’s a checklist to help you with it. Mastering multichannel success is not just an option—it’s a necessity. Customers expect seamless interactions across various platforms, and their satisfaction, loyalty, and retention depend on it. Today, we will outline eight essential elements […]
A strong social strategy is a prerequisite of memorable online customer interactions. Social media websites like Facebook and Twitter provide brands a range of opportunities to connect with their target audience. Through social platforms, you can promote new products, provide customer service, or just talk to customers in a relaxed manner. For many brands, however, […]
Just because you have your call center training program in place doesn’t mean you’re ready to deploy agents right away. As a call center manager, you understand the critical role that call center training plays in optimizing call center productivity and delivering exceptional customer service. A well-designed and implemented call center training program equips your […]
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 […]