What is the BIGGEST challenge in the contact center today? If we were to conduct a poll of contact center managers, we would likely find that the biggest challenge in the contact center is agent attrition or turnover. Historically, this has been the case as well. Year after year, agent turnover seems to be the […]
Category: Blog
Your Customers’ Expectations are Changing. Are You Keeping Up?
A stunning headline on a 2020 Forbes.com article read “96% of Your Customers Will Leave You Due To Bad Customer Service.” The article went on to reveal that only 4% of customers are “completely unwilling to leave” a company after a bad customer service experience. The harsh reality is that the majority of your customers […]
Channels of Customer Engagement: Which are the most efficient and cost-effective?
The Contact Center industry is ever-changing; we are a technology driven industry; as technology changes and evolves, so does the contact center. One of the greatest changes we have seen in recent years is the increase in the number of channels that are available for us to engage with our customers. For the contact center, […]
With Billions Lost to Poor Customer Service, Are You As Good As You Think?
According to Forbes.com, experts estimate that each year poor customer service costs businesses over $75 billion, and 96% of people say they would be willing to leave a company after receiving bad service. That’s staggering when you consider that those companies probably think they are doing a good job but are instead creating a switch […]
Building Trust in the Contact Center
Today’s contact center plays an important role in the day-to-day operations of the businesses we support because we are the customer-facing part of the business. The contact center fields hundreds, if not thousands, of calls each day that support the customer in a variety of ways, so it is very important that the contact center […]
The Importance of Customer Service on your Amazon Sales
This year, 2018, marks 20 years since the start of Amazon. It’s hard to believe that what started as an online book store has now become the world’s largest internet retailer. Amazon has been under the leadership of CEO Jeff Bezos, and while it hasn’t always been smooth sailing, he has managed to find ways […]
5 Call Center Trends That Are Happening in 2020
When we think of the year 2020, it can feel a bit futuristic. Historically, science fiction has indicated that everything will be run by artificial intelligence, everyone will have flying cars, and lifespans will reach 200 years. Although we may not have flying cars…yet…, and we have not quite extended our longevity another 100 years, […]
4 Reasons Why Outsourcing Soft Collections is Profitable for Business
If you aren’t getting paid, you’re out of business. Soft Collections is the first line of defense between your company and unpaid invoices. Although obtaining payment from your clients is a pivotal part of your business, repeatedly reaching out to your customers uses a company’s resources. This effort often ends up without a return on […]
How Millennials are Affecting the Future of Contact Centers
Millennials are affecting the future of contact centers in a big way. From flextime to collaboration, learn more about the impact this generation has on the customer service industry.
What Counts as Positive Language in Customer Service
The art of customer service is more than just a friendly voice. Interacting with the general public requires a deep understanding of your customers’ needs while providing a valuable service that solves a problem. Creating a positive, helpful experience for the customer is what makes or breaks an interaction and can gain a customer for life. Here are vocabulary words and phrases used in the industry today.