CallCare

MAY 17, 2023

You might think you simply can’t afford to outsource any services. But for critical things like customer services, outsourcing could actually turn out to be a really good investment. Read on to find out how customer service outsourcing could be a smart decision for your SME.

Customer Service 52

Customer Service Customer Satisfaction Start-ups Technology 52

CallCare

MAY 2, 2023

A call centre is the ultimate customer service environment. So, it’s critical that you’re able to measure and assess just how satisfied your customers really are. By looking at the right metrics (and filtering out the less important statistics) you can gauge a true picture of service levels.

Customer Satisfaction 52

Customer Satisfaction Customer Acquisition Customer Loyalty Customer Feedback 52

Win the Customer

MAY 12, 2020

O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go.

Social Media 52

Social Media Artificial Intelligence Sales Start-ups 52

CallCare

SEPTEMBER 27, 2023

Read on to find out more about how Brexit has affected businesses, with a particular focus on those delivering customer services. Brexit has also affected the way that businesses deliver customer service, and how they communicate with customers. Outsourcing customer services post-Brexit: is it a good option?

Compliance 52

Compliance Legal Government Customer Service 52

CallCare

APRIL 3, 2023

Outsourced customer service solutions can save a business a lot of money. However, if outsourcing is a new concept for you and your business, the prospect of putting your trust in a third party can be a daunting one. If your business is considering the switch from in-house to outsourced customer services , read on.

Customer Service 52

Customer Service Start-ups Customer Satisfaction Customer Feedback 52

CallCare

MAY 25, 2023

Great customer service doesn’t happen by accident. To meet the needs and expectations of your customers, your business needs a plan. This is why it can be useful to develop a customer experience (CX) framework. Read on to find out more about developing your own customer experience framework.

Customer Experience 52

Customer Experience Social Media Touchpoint CX 52

CSAT.AI

AUGUST 31, 2022

However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US. Customer Service Growth Projections. Call Center Outsourcing and The Role of the Agent. Other data supports this.

Customer Service 77

Customer Service Outlook Sentiment Analysis Education 77

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem.

Contact Center 210

Contact Center CRM Technology Technology 210

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

Contact Center 140

Contact Center VOC Social Media AI 140

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To ensure the quality of customer service. To train and evaluate call center staff.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Taylor Reach Group

JUNE 5, 2017

How Ontario Minimum Wage Increases Will Impact Contact Centres. What will be in impact on Call and Contact Centres? The most affected industries are expected to be retail and hospitality and Contact Centres. Impact on the Contact Centre. Many outsource or third party Contact Centres pay at, or near minimum wage.

Hospitality 50

Hospitality Hospitality Retail Government 50

CallCare

MARCH 4, 2020

Excellent customer service plays a major part in a successful business these days, and for universities, it’s no different. Providing unparalleled customer service at busy periods may seem like an impossible task, that’s where call handling plays a vital supporting role.

Education 52

Education Customer Service 52

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Ben Friedman.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? The Inner Circle Guide to Cloud-based Contact Centre Solutions.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( Ironically, the net was a form of coming full circle for customer service as people were writing letters to companies again, but electronic ones this time. Now I want pie.).

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Caller Expectations are on the Rise.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Taylor Reach Group

JUNE 15, 2017

What will be in impact on Call and Contact Centers? When you look in Ontario, the majority of Contact Centers are in-house and support inbound customer service. When you look at outbound telemarketers, most of them are already moved away, to avoid the hindrance of government rules such as “do not call” etc.

Contact Center 48

Contact Center Hospitality Hospitality Retail 48

SurveySensum

JUNE 14, 2022

A significant issue with the CATI system in 2022 is that 8 calls out of 10 are always unanswered or marked as spam. As per the report published by Pew Research Centre, there have been at least around 3.4 Here’s why – 8 out of 10 calls are not answered. Busy people do not encourage such calls during or after work.

ML 52

ML Net Promoter Score Actionable Insights CRM 52

Hodusoft

JULY 31, 2018

We saw plenty of changes in call center work culture, training and customer experience landscape in 2017. Stay with us and find out some of the top trends in enterprise call centers progressing in 2018. Remote communications and mobile solutions were at the forefront of everyone’s minds.

Non-Profits 40

Non-Profits Contact Center Customer Service Omnichannel 40

CallCare

JUNE 2, 2023

To improve customer satisfaction levels across the board, businesses need to be looking at every single point of contact. For many companies, a call centre will be the primary point of contact for most of their customers. Get it right, and your brand reputation and customer loyalty levels will see a significant boost.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Expectations Customer Loyalty 52

Hodusoft

SEPTEMBER 27, 2023

HoduSoft Honored with Omnichannel Contact Centre Excellence Award In today’s technologically advanced world of customer service and contact center solutions, companies that emphasize innovation and excellence are gaining a lot of success. Businesses that deliver excellent customer service can save and generate a lot of money.

Omnichannel 52

Omnichannel Contact Center Innovation CRM 52

The Contact Company

OCTOBER 28, 2020

Customer service is a key differentiator for consumers when deciding which brands to spend their hard-earned cash with. Your customer support teams and their professionalism is critical to success when […]. The post 4 Inspiring Examples of Top Class Customer Service appeared first on The Contact Company.

Customer Service 98

Customer Service CX Customer Experience 98

Taylor Reach Group

APRIL 12, 2019

While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. It remained that way until one day she called again.

Contact Center 95

Contact Center CX Customer Service Customer Experience 95

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. I am reminded of the Monty Python skit ‘the Argument’.

Contact Center 99

Contact Center Customer Satisfaction Technology Technology 99

The Contact Company

OCTOBER 8, 2020

Customer contact methods aren’t one-size-fits-all. The post Preferred Customer Contact Methods by Generation appeared first on The Contact Company. It’s important for brands to understand their demographics and to cater their experience to those who use that particular channel the most. For example, if […].

Customer Service 52

Customer Service 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

The Contact Company

JUNE 10, 2021

As a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. One we often get asked about is WhatsApp messenger and whether or not they should be offering this as a customer service channel. In fact, a study by J.D.

Customer Service 52

Customer Service Social Media Customer Relationship Management AI 52

The Contact Company

JUNE 10, 2021

As a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. The post 4 things you need to know about WhatsApp for customer service appeared first on The Contact Company. One we often get asked about […].

Customer Service 52

Customer Service Customer Experience 52

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Net Promoter Score 96

Net Promoter Score Contact Center Customer Satisfaction Start-ups 96