Using Call Centers to Build Stronger Customer Relationships
Think back to your last new relationship: whether it was a friend, a work colleague, a child or a romantic relationship, building any new relationship takes time, effort and dedicated focus. Relationships with your customers are no different—and yet, many businesses assume they will happen automatically. When they don’t, it can be easy to just […]
Blended Call Centers: Finding The Right Mix
If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business. What is a blended call center, and how do […]
The Importance of Customer Feedback
Who first comes to mind when you consider the most valuable voices in your business? Perhaps you think of the CEO or COO, or other C-Suite leadership. Perhaps it’s a particularly effective visionary among your management staff. Perhaps you consider your on-the-ground employees the foundation of your vision. But what about your customers? How valuable […]
Customer Service vs Customer Experience: What’s The Difference?
Q: What’s the difference between customer service and customer experience? A: Customer service is marked by a single interaction, such as a customer contacting your brand, while customer experience is the combined sum of all of a customer’s interactions with your brand. Q: Why does this difference matter for my brand? A: That’s a much […]
Going From Good Customer Service to Great Customer Service
Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. As the recent data highlights: 86% of customers would leave a brand they were previously loyal to after just a few bad experiences, with 62% saying just one bad experience […]
How To Improve Customer Service Within Your Organization
Customer service matters—a lot. Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” It’s a key differentiator, so improving your CX should be an ongoing focus and priority. However, that’s often easier said than done. How can you […]
Say This Not That: Customer Service Phrases To Avoid
When talking to customers, it’s easy to know what you should say to make a good impression. But what are the customer service phrases and language you might use that inadvertently make a negative impression? Some are obvious, of course (never tell a customer no). Some, however, are more insidious. Communicating effectively with customers is […]
5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)
Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in […]
11 Customer Service Techniques To Take Your Organization To The Next Level
In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad […]
The Last Customer Experience Guide You’ll Need
When was your last terrible customer experience? If you’re like most people, you probably don’t have to think for long. Unfortunately, bad customer experiences are all too common—and difficult to forget. Whether it’s a canceled flight that left you stranded the day before Christmas or an item you purchased that you later realized wasn’t eligible […]