Meeting (and Exceeding) Customer Expectations
Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors. Finding ways to exceed customer expectations isn’t […]
Dedicated Call Center Support: Key considerations for shared vs. dedicated customer support
You’re considering using an outsourced call center support team to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and […]
7 Ways To Improve Your Customer Experience
Your customers are the heart of your brand. Focusing on how to improve customer experience is critical to business strategy. The problems you solve, the services you provide, and the products you create all take into account your customer’s goals, needs, and desires. Data shows that customers see their experience with a brand as one […]
Critical Call Center Skills When Selecting a Partner
Choosing a good call center partner is essential for improving your customer experience and driving brand loyalty. But with so many options for call center or contact center support, which skills should you prioritize? Different call centers and customer service teams may specialize in different strategies, or have teams with a variety of skills. Your […]
How To Improve Customer Satisfaction
Customer satisfaction can feel elusive, but it’s essential for brands who want to grow, retain customers and solidify brand loyalty. Not convinced yet? The data speaks for itself: 81% of customers say a positive customer service experience increases the likelihood that they’ll make another purchase. 93% of customers will spend more with companies that offer […]
B2B Customer Service Strategy Guide
Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. While CS is only part of the larger customer experience (CX) system, it requires understanding the human nuance of your customers’ interactions and communication—their unique challenges and pain points. Providing the best level of B2B CS means having the underlying technology to […]
Call Center Rates and Pricing
Read time: 10 minutes Table of Contents Introduction Nothing is more crucial to running an effective customer support system than managing rates and pricing. Without timely paychecks and worthwhile incentive systems for exceptional workers, employee motivation drops rapidly, and subsequently, call center attrition increases. Before establishing or revamping your call center, you first have to […]
How to Outsource for Efficiency: BPO for Accuracy and Economy
Think of the in-house resources you’d need to handle the task of entering and auditing information for 10,000 sales contracts per day. For starters, you’d need to budget for office space, employee salaries and benefits, hardware, software, and managers. Achieve BPO efficiency, outsource for accuracy & economy. Given all that, it’s no surprise that a […]
What is SOC 2 Compliance? 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 you only work with a SOC 2 certified contact center. How Does Being SOC 2 Compliant Protect Customer’s Personal Information? SOC2 Compliance involves […]
Seasonal Call Center Agents: Your Busy Season’s Beginning, Theirs Is Ending
A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. Look for one whose inbound call volume is low while yours […]