Category: Customer Service Trends
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ACI Leverages Live Call Coaching Tech for Improved Customer Experience
Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.
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Here’s Why You Should Outsource Retail Customer Service
The retail sector is highly competitive and a bad customer experience could be devastating to your business. Online shopping and the growth of an ‘instant world’ means customers now expect an immediate solution, or they’ll simply move on to the next retailer. A study from American Express found that 95 per cent of retail consumers…
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Guide to Implementing a Successful Customer Service Program (Part 2)
As we discussed in the first part of this blog, The Ultimate Guide to Implementing a Successful Customer Service Program (Part 1), a customer service program is the foundation of any successful business.
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Guide to Implementing a Successful Customer Service Program (Part 1)
Customer service is the act of helping your customers before, during and after a purchase. This could involve solving an issue they are facing, educating them on how to correctly use a product or service, and answering any questions they may have.
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What are the Benefits of Call Routing?
When a customer calls into your customer service line, they expect their issue to be resolved. In fact, resolving issues in an efficient and knowledgeable manner is the difference between a successful customer service strategy or a poor one. Poor customer service leads to customers choosing competitors, and that results in declining profits.
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Scale up Your Customer Service Call Center for the Holiday Season
Whether you are the owner of a large retail outlet or you own an ecommerce startup, the holiday shopping season isn’t easy. Ramping up your customer service, however, can dramatically improve the experience your customers have with your business, and today more than ever retailers are looking for ways to drive profits.
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How to Improve Engagement Rates for Customer Service Employees
In customer service teams, attrition rates are often two or three times higher than other industries. Overall attrition averages in call centers are generally believed to be in the region of 30 and 45 percent, yet average turnover rates for US companies in all industries stood at just 22 percent in 2018.
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Surge in Subscription Box Subscribers – How Call Centers Help
“According to a recent subscription impact report, more than 22% of companies have seen subscriber acquisition rates grow during the current pandemic. Food and beverage subscription boxes in particular have been in high demand, as much of the population is keeping grocery store trips to a minimum. The prepared-meal service, Freshly Inc., delivered 5 million…
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Should Your Customer Service Strategy Include Remote Workers?
In 2020, the way we do business is evolving more than it has ever done before. Technology is advancing at a rapid pace, the way that companies operate internally has changed to project-based work and, most importantly, the traditional workforce has transformed significantly. The gig economy, which is made up of contingent workers such as…
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Digital Infrastructure is at the Heart of Successful Customer Service
When you think of superior customer experiences and world-class customer service, the first thing that comes to mind for most is consumer-facing technologies. While you’re not wrong to think that, the real heart of successful customer service is the backend digital infrastructure behind it.