Outsourcing a call center: every rose has its thorns
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
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
The new year has ushered in a new wave of recognition among business owners that their old customer service practices just weren’t cutting it anymore.
Establishing customer loyalty can be tricky. Customers are notoriously unforgiving when they experience poor service — one survey conducted by American Express showed that 91
When consumers tap into customer service or sales, it’s not because they want to. It’s because they want something, have a problem that needs solving,
Many companies are still working to integrate the human and automated elements of their customer service. As customers seek smooth, mobile options and contact centers
In the ever-changing, continually complex world of customer support, it’s comforting to have unbiased information that provides actionable intel, such as CFI Group’s annual Contact
Business process outsourcing (BPO) is a highly modern approach to establishing a resilient, enduring presence, and it creates a wealth of opportunities for your business.
It’s difficult to watch a beloved children’s store close, particularly an iconic brand such as Toys R Us. Many parents warmly remember tossing the ball
Business process outsourcing (BPO) is a smart move in the modern workforce. Your company’s long-term resiliency might even depend on it. Outsourcing opportunities can
Keep your contact center in the cloud If there’s one modern measure of a successful contact center solution, it’s how much data your customer base
Recently we met with an executive who shared that his organization intended to go from zero use of chat bots to one hundred percent in
The customer experience is key in the future of branding Defining the modern customer experience is a much more dynamic process than it’s ever been
Twenty-first century consumers have high expectations for how sales and service interactions should go. That’s understandable, since the average person is surrounded by an array
Measuring engagement is crucial to improving customer experience (CX). This begs the question: how do you know if you are utilizing the most effective means