In our first installment, we discussed how Humach’s training programs for customer sales and support teams are backed by behavioral science, focused on bridging the
The scenario is typical in many call centers. You hire new agents, train them, allow time for them to shadow another agent and then boom
Staff turnover can be high given the difficult challenges customer service and sales agents are faced with. Many times a company’s entire brand experience depends
During 2022 the amount of customer service calls steadily increased due to the influx of questions thanks to the pandemic. For many companies, this created
So much has been made about the Great Resignation that it appears to have become part of our reality. But is that true? Any time
According to McKinsey, nearly 70 million workers left their jobs in 2021. Journalists have dubbed it the “Great Resignation” in response to these staggering statistics.
When the term Artificial Intelligence (or AI for short) was first introduced into the lexicon of the business world, it sounded scary. Was society finally at
Organizations across the globe have enhanced their service offerings in recent years by outsourcing specific components of their core operations. Contracting out to fulfill certain business
According to Zippia, ‘customer service’, ‘communication’, ‘data entry’, ‘telephone calls’, ‘outbound calls’, and ‘other skills’ were six of the most common call center qualifications found
Call center technology has always been ahead of the curve, but now it’s evolving at unprecedented rates. By the end of 2024, 75% of enterprises
Reports show that 94% of customers are more likely to recommend a company if they feel that they have received very good customer service. With
When it comes to resolving issues with a company, customers still prefer to speak on the phone. A 2020 consumer report from Zendesk highlighted that
Smart companies do whatever they can to reduce costs and maximize efficiency. According to a recent Deloitte survey, the number of global companies pursuing cost
Customer satisfaction plays a crucial role in a business’ success. Negative experiences like long wait times is one of the reasons 50% of customers switch
As your business grows and begins bringing in more customers, scaling up can be a time-consuming process that leads to a drop off in customer
Call center industry trends in 2021 are laser-focused on customer experience. And, quite frankly, when you consider the findings of the below study, it’s an
Outsourced services have quickly grown into a set of best practices used by companies of all sizes. According to market research reports, the business process
A 2018 Microsoft study shows that 95% of respondents consider customer service to be a critical factor in their loyalty to a brand. And as
