How to amp-up your mobile customer service methods in order to connect with the fastest, youngest, savvy customers: the mobile set. What are the most vital and central factors of your life? Your family? Your friends or coworkers? What about your smartphone? Does “central aspect” feel a bit too strong for your thoughts about your […]
How to use social media in a masterful way to help improve standards of service without getting caught in a training trap. Over the last several years, there has been a marked shift toward businesses providing some aspect of customer service via social media. Though there are still many holdouts, companies taking advantage of smart […]
How to meet or exceed customers’ expectations for a truly seamless multichannel contact centre environment. In an environment in which the vast majority of contact centres are offering some semblance of a multichannel environment, merely offering social media service or email options isn’t enough to set your contact centre apart from the competition. According to […]
How to make the shift to multichannel and meet or exceed customer expectations for service in a competitive marketplace. Contact centre managers who have been in the business long enough remember the days when the contact centre was still called the “call centre.” It doesn’t take a brain surgeon to figure out why this vocabulary shift happened; the term “contact centre” emerged to […]
How to cross the threshold and deliver truly amazing customer service. There are a lot of online resources out there that offer guidance on how to provide great customer service. Many make claims about doing particular things, which will help resolve customer service issues. However simply “doing” won’t necessitate that change. You need to be […]
How to cut through confusing and competing contact centre goals and put the focus on the single most important mission: improving customer experience. Contact centre managers have a number of competing priorities, but there’s simply no question that customer experience is what matters most. Research from Harris Interactive states that a full 86 percent of […]
How to leverage smart insights from customer relationship management tools to set your company apart from its competition. A smart, integrated customer relationship management (CRM) software solution can help bolster the customer experience by providing a wealth of insights about your clients over the life of their relationship with your brand. Unfortunately, many contact centres […]
How to improve contact centre processes to benefit both your customers and your business. Running a thriving contact centre that provides seamless, consistent customer service means productivity must be a top priority. In order to create a system that works for both your business and your customers, you must put the focus on streamlining your processes so agents can […]
How to tap into a smart social strategy to help you form thriving relationships with your customers by satisfying their thirst for connections. Social media is a powerful way for companies to connect with consumers. In fact, CFI Group, a customer feedback analysis company, found that adding an effective social media service improves customer satisfaction rates by […]
How to harness the power of emerging contact centre trends to provide customer service that anticipates the needs of today’s consumers. U.S. Civil War president Abraham Lincoln once said, “The best thing about the future is that it comes one day at a time.” While it’s easy to get swept away by the day-to-day demands of […]