As contact centers are focusing more on the customer experience, would scripting still be relevant? Making customers happy through seamless interactions has never been more important, especially now that they can voice out their sentiments about a brand through social media. Brands are thus working even harder to meet customer needs, the most crucial of […]
Fueled by technology and the transition to a customer-centric focus, call center jobs are transforming right before our eyes. Both brand owners and customer service managers must be aware of how call centers are evolving today. The boom of digital channels, proliferation of tech-savvy consumers, and brands emphasis on the customer experience all contribute to […]
Data analytics allow brands and their call centers to gain a competitive advantage over their competitors. So why are so few organizations adopting this technology? In an industry driven by digital technology, measuring customer satisfaction through quantitative, transaction-based metrics isn’t enough. Brands need to dig through mountains of data to make sense of what customers […]
Facebook kickstarted the F8 global developer’s conference at San Francisco with lots of good news. You can now start creating instant, immersive content for your followers on Facebook!
Agents who can articulate their messages clearly and confidently help establish trustworthiness and credibility. Regardless of the customer service platform, call center agents must always sound confident. Customers are more likely to listen to brand representatives if they appear reliable, smart, and precise. Agents can do this by committing to improve their business communication skills […]
Call center agents must familiarize themselves with a customer’s unique communication styles so they can respond to queries more effectively. Much of the success of customer service depends on how well agents can handle difficult conversations. Characterized by lots of confusion and unproductive dialogues, these types of transactions slow down problem resolution. Sometimes, though, it’s […]
Customers don’t want robotic, overly formal customer service. They want conversationsโreal, humanized conversations. As customers are becoming smarter about which brands to trust, it’s becoming clear that the future of business is all about relationship building. Contact center strategies, as much as possible, must be personalized to fit the market’s evolving preferences. If outsourcing companies […]
Customer engagement is such a challenging task. In fact, there are several pitfalls you need to avoid to keep your business standing. Did you know that 73% of customers now say that customer experience is a deciding factor in whether to purchase from a brand? In this context, you can say that the stakes are […]
As a sales strategy, storytelling allows brands to create a common ground with customers. Brands are able to humanize themselves through storytelling. By relaying captivating anecdotes to customers, they effortlessly build a magnetic personality that pulls customers in.