Category: Customer Service Trends

In today’s marketplace, companies must be increasingly customer-driven. Personalization, quick responses, self-service, proactive support and multiple contact options are just a few of the many expectations that today’s customers have from the brands they do business with. With customers more demanding than ever before, combined with today’s hyper-competitive business environment, most businesses are competing on…

Did you know that, according to Microsoft, 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?

Today’s most successful outsourced contact centers are using innovative technologies and state-of-the-art tools to deliver world-class customer experiences (CX) within their client’s customer service programs.

The digital world has changed everything when it comes to the customer experience. Constant connectivity, the ability to research any question and improved access to a huge amount of information are all aspects that have fundamentally changed how consumers perceive brands.

With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.

Modern customers expect high engagement levels and personalized experiences from the companies they do business with. If your organization is to offer unparalleled customer service, it’s important that you collect customer data and develop a customer experience strategy that is designed specifically for your brand’s audience. While it may sound simple, in a world where…

We all know the benefits of a well-thought-out customer service program. By improving customer satisfaction, your business can improve brand loyalty, drive new revenue opportunities and build a positive brand reputation.

How does your business define and measure customer loyalty? Do you try to gauge a customer’s intention to keep doing business with you, look at how much they increase spend, or try evaluating a customer’s potential for advocacy? Loyalty can be mean different things to different organizations, as customer lifecycle goals vary widely across a…

To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal. However, many organizations, both small and large alike, are dividing the most important aspects of their business into two buckets…