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 […]
Surviving tough business competitions isn’t always about having the best products. Sometimes, it’s about creating a branded customer service strategy. Delivering exceptional branded customer service is the key to building strong relationships with your customers, enhancing their experience, and fostering loyalty. Budding entrepreneurs who want to make it big commonly find it difficult to differentiate […]
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 […]
Is average handle time still relevant now that more and more customers expect personalized services? Many call centers have always included average handle time (AHT) in their primary metrics when determining their agents’ productivity and performance. As a call center metric, it refers to the average duration of a transaction, starting from the moment an […]
Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are hiring part-time workers as a flexible staffing solution to cut operating costs, especially during off-peak hours. With a team of part-timers, managers can also optimize […]
Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]
Easy customer service is a term that a lot of consumers expect brands to provide. But what does this concept entail? Easy customer service plays a crucial role in meeting and often exceeding customer service expectations. In this context, providing straightforward assistance to customers becomes not just a service but a crucial component. Today, we […]
What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by the use of multiple channels, allowing brands to interact with several customers at once. Generally, we’d say it’s a good thing. The more customer data […]
In a productivity-focused setting like a call center, it seems there’s no room for lazy agents. Or is there? As a manager, we’re sure you’ve encountered this employee before: the one who never seems to get any work done. Either you’ll find them wandering about and chatting with their teammates or just sitting in front […]