Tag: Customer Service Trends
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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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What is Contact Center Quality Assurance and How is it Managed?
Customer service is crucial for the success of your business. High-quality customer experiences that delight your customers turns potential leads into sales and cultivates a loyal following that means you extract more value from existing customers through word-of-mouth marketing, testimonials and reviews that drive new revenue.
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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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How to Seamlessly Merge Employee Experience and Customer Experience
There’s an abundance of information across the internet on the importance of both the customer experience (CX) and the employee experience, but, surprisingly, it’s fairly difficult to find information on aligning them both together. The vast majority of businesses spend their time wondering what comes first, employees or customers. Why not both? By taking care…
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Create a Scalable Strategy That Drives Customer Experience (CX)
An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer, US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.
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What the Future of Remote Work Means for Contact Centers
The future of work is changing dramatically. A distributed workforce model is the new norm for a vast majority of organizations, in which team members are not in the same physical location when working on a project. This change is largely down to the huge growth in remote workers, a trend that has only increased…