The Hidden Power of an Omnichannel Contact Center
Read Time: 18.5 min Table of Contents Intro What comes to mind when you think of the best forms of customer communication? Traditional advertising, digital display ads, email, social media or phone calls? The truth is the best form of customer communication isn’t tied to one specific channel. It’s about reaching customers — and allowing […]
What Is a Contact Center? Definition and Benefits
Read Time: 16 minutes Table of Contents Introduction Looking to retain customers? While incredible products and competitive prices help, studies show that high-quality customer care makes people 3.5x more likely to return. Whether scaling up or turning one-time buyers into loyal patrons, exceptional service is key. In this article, we’ll explore what contact centers are, […]
Inbound vs. Outbound Call Centers
Read Time: 13 minutes Table of Contents Introduction Thinking about setting up a call center for your business? You’re not alone. A call center can help you handle a sudden increase in customer inquiries, grow your customer support team efficiently or tackle a backlog of potential leads. But how do you choose the best type […]
How To Create a Winning B2B Customer Service Strategy
Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service […]
The 6 Most Important Customer Service Skills
Good customer service skills among your brand representatives is a must—so why is it often so difficult to define exactly what skills make good customer service possible? One reason is that customer service is a multifaceted, complex job, involving both soft skills (such as empathy and patience) alongside hard skills (such as product knowledge and […]
Customer Service Outsourcing – Is It Right For Your Organization?
68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention. However, outsourcing […]
How To Create a Customer Focus Strategy For Your Organization
The most important part of your business? Your customers. Although it sounds obvious, it’s a reality all too many businesses tend to forget from time to time. Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. However, recent research shows that companies who have excellent […]
Call Center Outsourcing Costs Explained
While in-house call centers may appear to be the most straightforward and efficient choice, it’s crucial to consider the overall call center outsourcing costs when evaluating their cost-effectiveness. According to a Deloitte survey, 70% of companies said “cost reduction is a primary objective” for outsourcing. When managing an in-house call center, costs can compound and […]
8 Types of Software Every Call Center Needs
Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment. Of course, understanding which […]
Why Call Center Quality Assurance Is So Important
Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. A Quality Assurance (QA) process ensures that your team is performing at the standards expected by your team and brand. Not only does a QA process ensure your call center services are […]