The hiring and training process is the cornerstone of every customer contact operation. Decisions made here will have a domino effect on quality and performance delivery capabilities and have direct implications on whether we can meet our service promises. Before Initial Training Begins: Screen your applicants by setting expectations clearly during the interview process. Make sure they understand the hours, the environment, how their performance will be measured and how often, as well as wha... [More]

Abandoned shopping cart rates are a crucial metric for retailers who are concerned about increasing online conversion. Thousands of dollars are invested by businesses to optimize their websites to ensure better customer engagement and higher customer satisfaction. Shopping cart abandonment remains the most touchy issue online retailers’ face despite taking every possible step to counter it. Each abandoned shopping cart represents missed revenue and offers an opportunity for retailers to ac... [More]

Businesses and educational institutions alike have taken to the internet to build their presence and drive customers to their doors, all in an effort to bring in additional revenue in a cost-effective manner. However, many website visitors feel disconnected from help when they have questions. A phone call can involve long hold times and transfers, while email can take days for a response, with several exchanges required to reach a resolution. More and more, consumers want instant, accurate answe... [More]

Today, business decision-makers have more choices for outsourcing call center operations.  From onshore, to off shore, to near shore… there is no shortage of people or places that are willing to host and manage your daily customer service work. The benefit of going off shore or near shore remains the same.  Save money.  According to Gartner, 80% of companies name cost cutting as the main reason for outsourcing¹. It is reported that the average savings for outsourced o... [More]

In the end, companies succeed or fail based in large part on their customer’s perceptions which manifest from their unique experiences. A strong and unwavering commitment to customer satisfaction is needed from all involved to ensure continued survival and growth. It would be helpful to define a few terms to start. To develop means to cause somebody or something to change and grow or improve.Customers are people or companies that receive goods or services from you or your company.  E... [More]

  Contact centers are constantly focused on narrowing down on a right mix of channels to provide a unified communication platform for great customer experience. They are experiencing the necessity to undergo transition from a conventional center into a more dynamic multi-channel contact center offering customer service through multiple touch-points. With rapidly expanding technological innovations, customers are exploring new touch points to get in contact with businesses. In order to effi... [More]

Maintaining an internet presence costs companies billions of dollars each year. In addition, the marketing costs incurred to drive potential customers to the company web site increases the overall costs exponentially. It seems illogical then that after successfully generating interest from prospects in a product or service and guiding these prospects to an expensive and well designed web site, these same companies allow potential customers to leave without completing a revenue producing action. ... [More]

It seems to happen for no apparent reason, and it appears that there's no way to prevent it—or stop it once it's started. Any retail business with an online shopping website fears it, yet very few know how to deal with it. Exactly what is this ever increasing, revenue-damaging phenomenon? It's a common occurrence known as shopping cart abandonment—when a customer buying from a retail website fills their cart with items to purchase, but they never follow through with a transact... [More]

In 2007, a large clothing corporation made a blunder that cost them $107 million in lawsuit payouts. In August of this year, a major financial institution performed a seemingly harmless procedure that will cost them millions of dollars after the six current suits against them are cleared up. What mistake did these companies make? Their call centers—centralized offices that deal with a company's telephone requests and campaigns for a fee—breached compliancy laws. Compliancy ... [More]