Improving your customer service is as simple as reviewing your communication, service diversity, and understanding of the customer experience. We all strive to be masters of customer service, but unfortunately, delivering quality service across multiple channels, demographics, and industries can be easier said than done. Our efforts don’t always hit the mark on the first […]
With a Millennial-driven push towards digital outreach, contact centres must evolve to accommodate multiple methods of customer support. We all know that phone calls are still the dominant form of customer service outreach, but their popularity has been significantly declining over the past few years. Why is this happening?
Providing effective home and healthcare service for clients is impossible without the right technology and analytics to back you up. Before you can help your clients, you need to know your clients. While gathering client data might seem like a goal because everyone is doing it, not taking the time to ask why you collect […]
When it comes to client care, few outreach options can match the accessibility and ease of social media. Social media has taken the world by storm; why should the healthcare field be any different? Home and healthcare organizations have already begun utilizing client service centres to provide more efficient care for their clients, but succeeding […]
Customer service for the healthcare industry may differ from other service industries, but the need for reliable, accessible outreach remains the same. Client service centres are quickly becoming a competitive differentiator across all industries—including the homecare and healthcare fields. An effective client support centre can provide a seamless service experience that helps build client relationships […]
The effective contact centre will keep costs low with a balance of essential technology and quality customer service. Does great customer service come at a cost? Building a customer experience isn’t easy, after all. Quality customer service often requires an investment of time, energy, and revenue. At what point do the costs outweigh the reward?
If you can’t even keep your customers on the line, how can you expect to solve their problems? What is call abandonment? At its most basic, call abandonment is when your customers get so fed up with waiting that they quit the interaction before ever speaking with a representative. On a broader scale, call abandonment […]
Achieving better call centre performance may be easier than you think. As they say, the devil is in the details. This is particularly true for customer service; it’s the small things that make a quality customer experience and set you apart from your competition. The 2014 State of Multichannel Customer Service Survey by Parature listed […]
Move beyond the stone-age of customer service support and enhance your contact centre with productivity boosting technology. The success of your contact centre relies on technology. While other factors like agent ability and procedural efficiency are important, even the most flexible agents in the world can get bogged down by unintuitive applications and a lack […]
As the development of technology continues to shape customer service expectations, delivering streamlined service isn’t optional—it’s a necessity. In the customer service world, the struggle between two supposedly competing ideals has generated a large amount of debate—customer delight vs. customer effort. There’s no denying that it’s in your contact centre’s benefit to make your problem […]