87% of customers believe that brands could do more to deliver a seamless customer experience. And only 47% say that customer service departments are properly equipped by their companies to deliver “one-call
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7 Tips for Maximizing your Ecommerce Customer Service
As an ecommerce business, you face experience some of the strongest competition in any industry, but you also have the best opportunity to delight customers and grow your business. Learning how to
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Is Your Outsourced Call Center Properly Representing Your Brand?
How Can a Call Center Agent Represent Your Brand? There are many outsourced call center options around the world. But most call centers don’t go above and beyond to train their staff
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What are the Benefits of an Inbound Call Center
An inbound call center is specifically designed and trained to handle the variety of incoming communications, quickly identifying customer needs and resolving each contact to grow your relationships with customers. How well
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How to Get the Most Out of Your Call Center
Business structure changes as a company grows. Areas of the company begin to specialize. And with each milestone passed, these changes are all about efficiency. Specialization maximizes productivity. It helps you deliver
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16 Ways an Outsourced Call Center Strengthens Your Brand
Why are more companies across industries outsourcing the critical function of the contact center? In today’s market, where acquiring and retaining customers often comes down to the service that contact centers provide,
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How to Successfully Prepare Your Call Center for the Holiday Season
Seasonality is often associated with retail brands ramping up for Q4. But other industries such as education, taxes, and tourism have seasonality at varying times of the year. Whether your seasonal spikes
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How Omnichannel Is Revolutionizing Customer Service
What Is an Omnichannel Experience? Omnichannel is a fully integrated customer experience across multiple communications methods. It recognizes that customers need options to get the best service experience. Omnichannel typically includes: Web
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Customer Service Week 2019: Celebrating the magic of service!
Global Response makes magic every day by providing exceptional customer experiences. During Customer Service Week, Oct. 7-11, the Margate contact center will celebrate its Brand Specialists and all those whose work with
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Personalizing B2B Customer Service
There are clear differences in the B2B vs B2C buying process. But whether your customer is an individual or an organization, people are people with a complex set of emotions and goals.
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Customer Service Roundup: Mixing the Human Touch with AI in the contact center
What does the human touch mean to customers when they call the contact center? Direct contact with a human is luxurious. It comforts, engages and gives the customer a personalized experience, according
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The Customer Care Roundup for September 9, 2019
Contact center industry news in the past month has included articles that have examined the relationship of customer service to customer experience, as well as attitudes on how artificial intelligence will be
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5 Tips to Make Your Call Center PCI DSS Level 1 Compliant
When it comes to protecting customer financial information, PCI DSS Level 1 compliance is the top standard. If your company is managing any kind of credit card transactions, you need to know
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What Industries Can Benefit From Call Center Outsourcing?
What Industries Can Benefit From Call Center Outsourcing? Call center outsourcing helps companies in many industries scale up their customer support capabilities fast, efficiently and cost-effectively so that they never miss a
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The SOC 2 Compliant Call Center: Your Questions Answered
A Service Organization Control (SOC) is a detailed written report that outlines the state of customer data within your organization. In days when data breaches are common and costly, it’s vital that
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Better Customer Service, Faster Business Growth and Increase in Revenue: Ways a Call Center Can Benefit Your Business
When considering whether to obtain contact center outsourcing services for your company, you have questions. How would my business and customers benefit from a call center? How will it impact my bottom
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The Importance of Regulatory Compliance For Your Business and Customers
All organizations must adhere to a set of guidelines, rules, and regulations that are specific to their industry as part of their operations. Violation of these standard regulations often results in lawsuits,
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Inbound vs. Outbound Call Center: Which One Does My Company Need?
When evaluating the roles of an inbound vs outbound call center, it’s key to understand the differences, why they matter, which you need and how to leverage them to maximize revenues and
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KPI 101: Metrics every call center should know
Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs)
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3 Strengths of a Domestic Outsourcing Partnership
You ran the analysis, conducted the research and made the decision to work with an outsourced contact center partner. Next is the second most important decision of your contact center journey: choosing
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