Your Guide to Navigating the World of Customer Service Outsourcing
Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder: How can I […]
The Impact of Help Desk Outsourcing on Customer Satisfaction
Can help desk outsourcing really make a difference on customer satisfaction? Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and […]
How Customer Analytics Drives Informed Decision-Making
Today’s companies collect more customer data than ever. Unfortunately, many companies still aren’t using it for its full effect. Customer analytics allow you to take the customer data you’ve collected and assess, aggregate and analyze it to understand trends, make forecasts and better understand your customers. In doing so, you can develop actionable insights that […]
Multilingual Support: Expanding Reach with Retail Call Center Services
One of the biggest concerns with outsourcing customer service is whether or not agents will be able to speak English well enough to provide effortless and easy communication—and avoid misunderstandings—with customers. While this is obviously essential, what about your customers who don’t speak English as a first language themselves? Not only do these customers have […]
Using Call Centers to Build Stronger Customer Relationships
Think back to your last new relationship: whether it was a friend, a work colleague, a child or a romantic relationship, building any new relationship takes time, effort and dedicated focus. Relationships with your customers are no different—and yet, many businesses assume they will happen automatically. When they don’t, it can be easy to just […]
Blended Call Centers: Finding The Right Mix
If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business. What is a blended call center, and how do […]
The Importance of Customer Feedback
Who first comes to mind when you consider the most valuable voices in your business? Perhaps you think of the CEO or COO, or other C-Suite leadership. Perhaps it’s a particularly effective visionary among your management staff. Perhaps you consider your on-the-ground employees the foundation of your vision. But what about your customers? How valuable […]
Customer Service vs Customer Experience: What’s The Difference?
Q: What’s the difference between customer service and customer experience? A: Customer service is marked by a single interaction, such as a customer contacting your brand, while customer experience is the combined sum of all of a customer’s interactions with your brand. Q: Why does this difference matter for my brand? A: That’s a much […]
Going From Good Customer Service to Great Customer Service
Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. As the recent data highlights: 86% of customers would leave a brand they were previously loyal to after just a few bad experiences, with 62% saying just one bad experience […]
How To Improve Customer Service Within Your Organization
Customer service matters—a lot. Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” It’s a key differentiator, so improving your CX should be an ongoing focus and priority. However, that’s often easier said than done. How can you […]