There’s no business out there who doesn’t want to improve their customer retention and CLV. Focusing on both, or either, of these metrics confer an outsized degree of benefits:increased profits and revenuesincreased conversions and saleshigher levels of word-of-mouth marketingimproved NPS and CSAT scoresmore effective marketing and lower acquisition costsBut in today’s saturated marketplace, convincing customers […]
Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed […]
Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? Wrong. This idea is supported by a number of false premises, such as: customer retention will take care of itselfonce customers come to my business, they won’t bother looking elsewhere customer retention isn’t as essential as customer […]
Maintaining brand consistency creates many benefits: strengthens customer loyalty and builds trust improves customer experiences and supports retention makes your brand more memorable increases positive brand perception and affinity builds authority and helps your brand stand out from competitors So how do you achieve these benefits for your team? Believe it or not, your call […]
Customer service is more important than ever—all the data backs this up. Take, for example, recent surveys that show: 78% of customers say customer service is a factor in determining whether or not to shop with a given company 68% of customers will pay more for a product or service if the brand is known […]
Everyone’s heard the horror stories: the call center who had a major data breachlow quality call centers who hire agents that aren’t fluent in target languagesdeclining service quality after outsourcing increasing outsourcing costs that make scaling or growing your team nearly impossible At the end of the day, are call centers more trouble than they’re worth? That’s what […]
The data is clear: the majority of companies—59%—outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call […]
Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Legacy solutions are beginning to encounter all kinds of pain points: difficulty adding new channels to your communications processesinability to update call routing difficulty integrating new technologies with your […]
The Philippines may be a popular call center location, but are they the right location for your call center? We’ll show you how to decide by walking through: the pros and cons of call centers in the Philippines call center services offered in the Philippines costs compared to other locations steps to setting up a […]
When you think of your brand, what comes to mind? For most, you’ll think of your logo, your brand colors, or perhaps a slogan or jingle of your brand. Many elements of brand are visual in nature—but some of the most important elements are the ones you can’t see. Things like: your mission and vision […]
There’s no business out there who doesn’t want to improve their customer retention and CLV. Focusing on both, or either, of these metrics confer an outsized degree of benefits:increased profits and revenuesincreased conversions and saleshigher levels of word-of-mouth marketingimproved NPS and CSAT scoresmore effective marketing and lower acquisition costsBut in today’s saturated marketplace, convincing customers […] 
Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed […] 
Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? Wrong. This idea is supported by a number of false premises, such as: customer retention will take care of itselfonce customers come to my business, they won’t bother looking elsewhere customer retention isn’t as essential as customer […] 
Maintaining brand consistency creates many benefits: strengthens customer loyalty and builds trust improves customer experiences and supports retention makes your brand more memorable increases positive brand perception and affinity builds authority and helps your brand stand out from competitors So how do you achieve these benefits for your team? Believe it or not, your call […] 
Customer service is more important than ever—all the data backs this up. Take, for example, recent surveys that show: 78% of customers say customer service is a factor in determining whether or not to shop with a given company 68% of customers will pay more for a product or service if the brand is known […] 
Everyone’s heard the horror stories: the call center who had a major data breachlow quality call centers who hire agents that aren’t fluent in target languagesdeclining service quality after outsourcing increasing outsourcing costs that make scaling or growing your team nearly impossible At the end of the day, are call centers more trouble than they’re worth? That’s what […] 
The data is clear: the majority of companies—59%—outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call […] 
Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Legacy solutions are beginning to encounter all kinds of pain points: difficulty adding new channels to your communications processesinability to update call routing difficulty integrating new technologies with your […] 
The Philippines may be a popular call center location, but are they the right location for your call center? We’ll show you how to decide by walking through: the pros and cons of call centers in the Philippines call center services offered in the Philippines costs compared to other locations steps to setting up a […] 
When you think of your brand, what comes to mind? For most, you’ll think of your logo, your brand colors, or perhaps a slogan or jingle of your brand. Many elements of brand are visual in nature—but some of the most important elements are the ones you can’t see. Things like: your mission and vision […]