To stay on the cutting edge of customer service, you’ll want to offer your customers every available avenue to provide help and support. One of the newest, most innovative and customer-friendly methods is live chat support. Studies have shown that customers prefer this type of communication with companies over the phone or email. You might …
When your company provides software as a service, it’s important to constantly work toward a high level of engagement of your customers. Engaged customers are often more likely to be retained by your company. The software as a service customer has specific needs that need to be addressed effectively and in a timely manner by …
How to Successfully Engage and Retain SaaS Customers Read More »
The month of April was action packed, and among the most memorable things I did, was taking part as a speaker at the PACE Convention & Expo. The focus of the convention was creating an effortless customer experience and the emerging role of social customer care in business. Customers need engagement throughout the product life …
The Emerging Role of Social Customer Care in Business Read More »
Your brand has made a mark in the noisy market-place and every day you need to ensure you maintain that position. Whether you stand for integrity or innovative products, one key aspect that will help you keep that standing is a seamless customer experience. Customer experiences are not only limited to the retail space but …
Strengthen Your Brand with 3 Seamless Customer Experience Tips Read More »
Omni channel is a harmonized operation model of serving customers, in which the company channels are aligned into a single face, along with one consistent way of doing business. The companies replace the many views of the customer they often hold today with one unified view of the customer across all the channels. It enables …
Customer experience is no longer a function of the customer representatives’ only or customer-facing employees only, but the entire organization participates in ensuring customers experience high satisfaction levels. They all act in different capacities that lead to superior customer experiences. Human resource department is the force behind employee engagement with the blessing and guidance of …
How HR Can Add Value to Customer Experience Excellence Read More »
As the marketing manager, you have spent a considerable amount of time drafting and planning your next marketing campaign, it is now ready to go. What is your next step? You sit down with your colleague at the contact center to break down the brief. One lingering question on your mind is “will this yield …
Technology is changing every day and only getting better, and what’s amazing is how people are taking advantage of these new tools. Businesses are now handling transactions online and consumers like it. If you have never tried chat for your customer service or sales, you may want to consider it as a viable option, especially …
For businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center quality analytics are a must. With call center quality monitoring, you can ensure that your employees are following the guidelines that can help your business succeed. Along with a monitoring program from Etech Global Services, …
10 Influential Ways to Improve Call Center Quality Monitoring Read More »
The sentiment is defined as an attitude or opinion prompted by emotions or feelings. To understand this better ask this question: How do consumers get these feelings when they base their opinions on your company? I believe they come in two ways: After interacting with the staff. Customer service plays a huge role here in how …
3 Little Known Ways That Consumer Sentiment Affect Your Business Read More »
Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you to listen in to a live call and track what matters most to the call center. The scorecard is a call scoring evaluation form that keeps track of agent’s performance. …
The Impact of Call Monitoring and Score Cards in the Call Center Read More »
Customer care representatives are a necessity to any company offering customer experiences. Because they are at the forefront, they determine the kind of service customers enjoy or otherwise. Best-In-Class organizations realize this fact and work to turn this service resource into a critical asset. This is done most effectively through engaging and empowering the customer …
A great customer experience can enhance the value and length of the consumer and merchant relationship. Each product in a marketplace has to be a better or more affordable substitute, tying commercial success to service. Businesses that roll out sophisticated customer experience tactics to add value to their offerings with giveaways, enhanced services, loyalty-based bonuses, …
The Effects of Live Chat Integration on the Customer Experience Read More »
Design thinking is a methodology used by designers to solve complex problems, and find desirable solutions for clients. It draws upon logic, imagination, intuition, and systematic reasoning to explore possibilities of what could be and to create desired outcomes that benefit the customer. However, looking at the above elaborate definition, it is a great process …
Seven Stages of Design Thinking; An Essential Tool for Customer Experience Manager Read More »
Call center environments are constantly changing with the trends, just like any other business in this century. To keep up with the trends and meet customers where they are you need to embrace practical strategies. To start, consider who you are, where you want to go, your capacity and your customers’ profile. To integrate means …
Is Your Call Center Ready to Adopt Integrated Customer Engagement? Read More »
The connected consumer has changed the way businesses communicate, especially because of their high expectations. What are these expectations? Consumers need to hear from you when they want to and through their channel of choice. The implication of this heightened expectation is that you have to be accessible on all communication channels. Simply put, you …
The Effect of Training on the Multi-channel Environment Read More »
Collaboration and communication are both essential to a good customer experience. It may sound obvious, but there are several areas in which a basic lack of either one often leads to a breakdown in customer service. Internal Communication Internal communication is the basis for all effective customer interaction. If your team members do not understand …
How to Implement a Culture of Collaboration and Communication Read More »
Many components must be carefully orchestrated for business success, none of which is more critical than Customer Service. Customer care has evolved over the last couple of years primarily due to digital advancements. To set yourself apart, you need to incorporate the 4C’s, which stand for customer experience, conversation, content, and collaboration. Look at them …
Managing a successful online business is hard work. Although everything operates on the internet, your success hinges solely on whether you can attract customers and generate sales. Live chat customer services are enabling businesses everywhere a way to reconnect with customers to increase sales and customer satisfaction. Improve Customer Experience Live chat offers customers the assistance and …
4 Ways Live Chat Can Improve the Success of Your Online Business Read More »
Contact center KPI’s are a widely discussed topic. Reason being, if you cannot measure it, you cannot manage it. The Key Performance Indicators help you measure the agents’ performance and therefore manage their actions. However, it is sometimes difficult to define, control and meet all KPI’s. On one hand, the people think about the agent’s …
Customer Experience the New KPI’s for Contact Center Read More »
