Innovating Customer Experience Through Twitter
Social customer service is a rapidly growing trend and sign of the times. Customers nowadays are eager to get quick answers on their favorite social media sites, sometimes on the go. While networking...
View ArticleVisual IVR Gives Customers An Effortless Mobile Experience
Delivering excellent mobile customer service is a must nowadays for businesses with the ever-prevalent use of smartphones. Consumers like to access information on the go, and many reach out to contact...
View ArticleThe Dominance of Voice as a Preferred Customer Service Channel
Many contact centers nowadays utilize an omnichannel strategy for customer service with the hope of reaching the greatest possible audience. When done right, this can be an excellent approach to...
View ArticleDelivering the Optimal Customer Experience
Some people may think that customer service and customer experience are essentially the same. In truth, customer service focuses on delivering support to a customer, whereas customer experience...
View ArticleCan IVR Destroy the Customer Experience? Press 1 or “Say Hello to Visual IVR”
When customers reach out to contact centers for support, they want quick and efficient service. As more and more contact centers strive to implement automation into their customer service strategy, one...
View ArticleEmpowering the Customer With Self-Service
Delivering great customer service nowadays involves giving customers more options. While some may prefer to seek support or information by speaking directly to a live agent, many people prefer to...
View ArticleFostering Customer Loyalty and Retention
In today’s competitive world, companies need to use many strategies to deliver great customer service and attract new customers. The rise of the omnichannel opened the doors for new, creative tactics...
View ArticleIt’s an Omnichannel World: The Rise of the Millennial Customer
We may already be living in a digital world, but the current younger generation has a special distinction of its own. Millennials–also known as Generation Y and considered to be anyone born after...
View Article10 Customer Service Skills for the Savvy Call Center Agent
Call center agents are on the front lines of customer service, representing the voice of a brand and playing a large role in the customer experience. While companies may train agents to do their jobs...
View ArticleEmpowering Customers to Become Brand Advocates
When companies deliver an excellent customer service experience, sales improve and loyalty is often won. The savvy company, however, will never lose sight of providing an optimal customer experience...
View Article8 Tips to Deliver an Effortless Customer Experience in 2015
Brands often aim to deliver excellent customer service, but statistics show that customer experience is taking priority—or should. Forrester Research reports that 90% of customer experience decision...
View Article5 Ways Social Listening Can Revitalize Your Brand
Omnichannel brands understand the importance of using social media as a tool for customer service in the modern age, but how many are really listening to what their customers are saying? Many customer...
View ArticleThe Voice of the Millennial Customer: Is Your Brand Listening?
Millennials have the distinction of being the first generation to have been born and raised in our modern digital world. They not only rely on social media and apps for leisure and convenience, but...
View Article6 Tips for Optimal Mobile Customer Engagement
It’s no secret that mobile use is on a steady rise. The latest KPCB mobile technology trends report found that, as of May 2015, mobile digital media time in the U.S. is much higher at 51% compared to...
View ArticleIs Employee Engagement the Key to Customer Service Success?
Contact center managers have many factors to assess when measuring success. The omnichannel approach has expanded the horizons of customer service, making efficiency and quality more feasible than ever...
View ArticleWhat Are the Benefits of a Predictive Dialer?
In today’s omnichannel world, brands have many creative options for driving sales acceleration that were not always available in the past. Social media platforms, for example, have become ideal...
View Article6 Tips for Optimizing the Voice Channel
In the modern landscape of omnichannel customer service, the traditional voice channel remains a preferred contact channel among customers. As described in the previous blog post, many customers turn...
View Article5 Reasons Timeliness in Customer Service Matters
It’s no secret that timeliness in customer service is essential to keeping customers satisfied. No matter how great a product or service your company offers, making customers lose time through a lack...
View ArticleHow Call Centers Can Use IVR to Deliver Great Customer Service
As described in the previous blog post, IVR systems are an essential element of automated customer service. With IVR, brands may ensure that customers are connected quickly and efficiently with the...
View ArticleTop 5 Reasons to Move Contact Centers to the Cloud
Cloud solutions have increasingly become the solution of choice for many contact centers. A MarketsandMarkets forecast predicts that revenue for cloud contact center technology could reach $15 billion...
View Article
More Pages to Explore .....