Tag: Contact Center
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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.
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Does Your Company Culture Align With Your Outsourced Contact Center?
In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy. In fact, in a recent blog titled, ‘How to Seamlessly Merge Employee Experience and Customer Experience’, we looked at the innovative steps some contact centers are taking to infuse an incredible employee experience…
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Using AI in Contact Centers to Boost Customer Satisfaction
Artificial Intelligence (AI) is a controversial subject. These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element.
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How Does Interactive Voice Response (IVR) Improve Customer Experience?
If you have read any of our previous blogs, you’ll know just how important the customer experience (CX) is. In fact, in today’s market CX can really be the differentiator between a successful company and a struggling one.
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How ACI Will Help Your Brand Comply With Customer Service Regulations
There are a number of reasons why an organization would outsource their customer service strategy to a world-class contact center. In fact, companies that do so will realize a huge number of benefits from a call center partnership.
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Advice to Customer Service Teams Struggling During COVID-19
As we continue to take measures that curb the spread of COVID-19, employers across North America are recommending that their employees practice social distancing and self-isolation.
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COVID-19 Update
We want you to know that our top priority continues to be the health and safety of our employees, their families, our customers and the communities we live and work in.
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How Outsourced Call Centers Benefit From Service-Profit-Chain Model
The acquisition and retention of highly qualified workers are crucial for any organization, and outsourced call centers are no different. That’s why the most innovative nearshore call centers are implementing new company culture strategies to attract and retain top talent. Due to a global skills shortage which is affecting almost every single industry, these new…
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Customer Service: What is Call Center Outsourcing?
No matter what industry you’re in, customer service is one of the most important functions for the success of your business. A great customer service experience can create a loyal customer for life, while a bad one could drive a customer to your competitor. In fact, companies must do more now to improve their customer…
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How to Ramp-up Your Customer Service for the Retail Holiday Season
Statistics from the National Retail Foundation found that a staggering 20 to 40 percent of yearly sales for small and mid-sized retailers take place within the last two months of the year. Additionally, a study from LiveChat found that on average, retail websites receive 63 percent more visits during the holiday season – and can…