What’s the importance of customer service?
The times have changed. The customer experience has completely revolutionized the way successful businesses have either stayed afloat, conquered the seas or shipwrecked. Mob mentality
The times have changed. The customer experience has completely revolutionized the way successful businesses have either stayed afloat, conquered the seas or shipwrecked. Mob mentality
Running a call center service in-house can be costly. Although there are some benefits to keeping this extremely vital aspect of your business within your
Humach focuses extensively on the impact of customer experience to an organization. Whether we are discussing the effect on revenue, the influence of the customer,
Delegating tasks is challenging enough. Handing off the responsibility of an entire department, that can be an extremely scary thing to do. Traditionally, keeping everything
You may be wondering if Artificial intelligence (A.I.), along with the merging of humans and machines, can improve the customer experience, agent productivity, generate revenue,
Why create a customer experience strategy? Companies that focus on customer service strategies achieve better satisfaction rates and increased revenues. Not to mention keeping customers
Unlocking the value in the little things Does your business have a multi-channel or omni-channel customer experience strategy? Do you know the difference omni channel
“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The modern consumer is a different kind
For many companies, dealing with customer experience detracts from the focal point of the business itself, convoluting what should be an otherwise seamless experience for
When we speak of the darlings of customer experience (CX), names like Amazon, Zappos and T-Mobile are frequently used. What we don’t often hear are
The behemoths of big business may seem like they’ve got the customer service market cornered with their 24-hour, overseas call centers staffed with highly trained
Did you know that apologizing can actually frustrate your customer? A recent study on Frontline Problem-Solving Effectiveness uncovered that apologizing to a customer for an
As technology expands, consumers are adjusting their demands accordingly. 85 percent of marketers are reporting that service personalization techniques through mobile applications are leading to
A contact center is the hub of all things customer service related, and acts as a centralized spot consumers can rely on when they need
Congratulations. You’re modernizing your customer service and optimizing the customer experience for your valuable consumer base by adding a fully functioning call center to your
Downsizing a sales force happens for a multitude of reasons. For example, recently Merck laid off 1,800 representatives due to shifting market dynamics while Microsoft
Technology is taking the reigns on an increasing number of menial, repetitive tasks that once occupied precious human time. Today, people split a lot of
In a recent whitepaper, we examined why businesses industry-wide have experienced a stasis or decline in customer experience quality. Recent surveys discovered that after years
