Category: Uncategorized
-
3 Reasons to Outsource Customer Service to a Canadian Call Center
Not long ago offshore contact centers were all the rage. They offered basic customer service solutions at an incredibly competitive rate, meaning companies could ensure their phone lines were answered while saving money at the same time. Things have changed in the past 10 years, however, and customers now expect a world-class customer experience (CX)…
-
Omni-Channel Customer Service is Important; Don’t Hang up the Phone!
In this blog we often talk about the innovative omni-channel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy. Technologies such as contact center artificial intelligence (AI), chatbots and intelligent virtual agents are all crucial components…
-
4 CX Best Practices to Look for in an Outsourced Call Center
The customer experience (CX) is now vital for any business, no matter what industry. That’s because the product or service that you offer is no longer the defining selling point for your customer – it’s the overall experience you offer them. Unfortunately, however, no matter how large your business is, it’s unlikely that you will…
-
What is Real-time Visual Operational Intelligence in Customer Service?
Today’s top nearshore outsourced call centers use a wide range of technologies to implement world-class customer support strategies for their clients. Technologies such as live-call guidance, artificial intelligence (AI), omnichannel support and CRM platforms all help modern-day outsourced call centers to deliver a superior customer experience (CX).
-
ACI Adopts AR & AI Technology “Sightline Advantage™”
Sightline Advantage is a new technology that transforms call center operational performance by creating behavioral awareness in agent performance driving self-correction and better quality customer engagement, resulting in a >20% increase in agent productivity.
-
How to Calculate Outsourced Call Center Service Level
When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers. These metrics – as discussed in our blog titled ‘7 Key Metrics to Look out for When Outsourcing Your Customer…
-
5 Proven Ways an Outsourced Call Center Will Reduce Repeat Calls
We live in an immediate world, where almost everything we want is at the click of our fingertips – and the customers of your business are no different. Customers want fast and efficient customer service, with the least amount of effort involved. If your customer service team is unable to deliver the desired assistance, one…
-
The Importance of the Customer Journey for Customer Service Success
Today’s business owner knows that the customer experience (CX) is now absolutely essential to the success of their company, particularly in a marketplace that is saturated with organizations that offer incredibly similar (and often the same) products and services.
-
6 Ways At-Home-Agents Benefit Your Customer Service
Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce.
-
7 Metrics to Track When Outsourcing Your Customer Service
Are you ready to outsource your customer service to a call center? Keeping track of customer satisfaction and loyalty is key to a superior customer experience (CX), and knowing the important metrics will help you achieve that – even if you are outsourcing to a call center.
