Tag: Contact Center
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How Customer Experience Analytics Enhance Customer Service
Customer experience is your customers’ overall perceptions and feelings about your business and brand based on interactions they have had with you. Unlike customer service, which is related to a specific touchpoint, the overall customer experience is derived from every interaction your customer has ever had with your company.
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Speech Analytics Call Center: Your Complete Guide
Successful call centers rely on their ability to analyze customer conversations and build a customer service program that is specifically targeted towards meeting their customer requirements. One technology that helps them do that is speech analytics.
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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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How to Transform Your Contact Center for Customer Service Excellence
Long wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds. And, in the worst situations, not finding a resolution to their problem at all.
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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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COVID-19 Protocol UPDATE: How Our Jamaica Team is Operating Safely
In Jamaica, Advantage Communications Inc. (ACI), employs around 2,000 people in three locations in over 50,000 square feet of high-tech workspace. During the pandemic, our number one priority has been to ensure the safety of our team and the seamless operations of our contact centers for our clients. Therefore, Advantage Communications has enhanced its COVID-19…
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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.