Business is booming and product is flying off the shelves. That’s a good thing, right? But amidst all the excitement, you start to realize that the physical demands and detail work involved with picking-packing-and-shipping orders is taking its toll. Orders are going out late or, worse, […]
How to Choose the Right Contact Center
A contact center (also referred to as customer interaction center) is the central point of customer management. While traditional call centers focus solely on voice calls, omni-channel contact centers manage various modes of communications like voice calls as well as data applications like emails, web-based chats, instant […]
When is “Self-Service” an Undesirable Option for Customers?
Many among us have moved to the ‘self-service’ option wherever possible. Technological boom and social media hype could be the reason for this changing pattern. A lot of us are happy making purchases online, sitting back, relaxed in the comfort of our homes rather than shopping […]
Comparison of Shared v/s Dedicated Contact Center Agents
A contact center can be a critical aspect of effective customer management in any company. Contact center agents interact with customers via several modes of communication including email, live chat, telephone, messaging etc. It is crucial to maintain an efficient customer service management system to ensure […]
The Changing Rules of Customer Engagement
Historically elusive and difficult to measure, customer engagement has been the focus of many recent research initiatives which have demonstrated that not only can it be measured, but that even a one percent improvement in customer engagement can increase revenues and profits of an organization. Defining customer engagement […]
The Importance of the Contact Center Culture
How strong is the ‘culture’ in your organization? What do we mean by culture? Company culture incorporates the values and behaviors that contribute to the social environment of your organization. “If you get the culture right, most of the other stuff will take care of itself” – […]
How Poor Customer Service Affects Your Bottom Line
Numerous studies show that customer service is a crucial factor in determining the profit of a company. This infographic looks at what companies should not be doing to piss off customers further when they approach your staff for a service.
Why Size Matters in the Contact Center Industry: Choosing the Right-Sized Partner
Ten years ago, there were no web chats, no apps, no social media hype and limited interaction via email. In contrast, more than 35% of interactions happen via social media today. This shift in customer preferences toward a faster, comfortable service system […]
