Category: Contact Center
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Customer Service vs Customer Experience: What’s The Difference?
We talk a lot about customer service and customer experience in our line of work. But what you may not know is that customer service and customer experience are not the same thing, even though they’re often used interchangeably.
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The Top 5 Banking Contact Center Trends in 2022
The customer experience (CX) in recent years has become the defining differentiator in the banking industry, ensuring financial organizations are able to build customer loyalty, reduce customer service costs, improve employee happiness and drive-up revenue.
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Delivering Customer Service in a Crisis Situation
Emergencies happen. Sometimes they are technological failures, like your website going down, an app crashing or a hacker attack. Other times a natural disaster disrupts supply chains or damages your equipment.
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Are You Looking to Build a Contact Center RFP? Here’s a Tool Kit!
If you’re ready to outsource your customer service program to a contact center vendor, then you’ll know that an RFP is the most effective way to find the right partnership. The problem is RFPs can become complex. If you don’t provide potential vendors with the right information and ask the right questions, then you’re not…
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4 Steps to a Successful Outsourced Contact Center Launch
Are you looking to outsource your customer service program to a strategic partner? If you’ve outsourced any of your business functions before, then you’ll know just how important a seamless plan is to the success of that partnership.
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The Best Call Deflection Strategies to Improve Call Resolution
Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization.
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Preparing Your Brand’s Customer Service for the Post-Pandemic Boom
It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike.
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10 Ways to Improve Call Center Agent Performance
Your call center relies on the performance of its customer service representatives (CSRs) to provide greater customer service with every interaction, whether it’s on the phone, through email support or on your website’s live chat feature.
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Customer Service Techniques: The Importance of Call Deflection
New customer service strategies and innovative contact center technologies are changing the game when it comes to improving the customer experience (CX) and achieving new call center efficiencies.
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A Complete Glossary of the Most Important Contact Center Metrics
Your customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty and increase sales.