Category: Blog

When the power goes out, customers don’t wait patiently. They flood the phones, desperate for answers and updates. They want to know when the lights will come back on, if their families are safe, and what to expect next. For most utility teams, keeping up with this surge feels impossible. The reality is, even the […]

A sudden outage not only causes you to lose potential customers, but it can also drastically increase your need for utility customer service during outages. You can try to mitigate the potential for such an incident, but sometimes it is beyond your control. Incident manager PagerDuty reports that 88% of executives expect another large-scale outage this year, similar […]

VOIP-provider Carolina Digital Phone recently reported that as many as 70% of customers become very upset when they hear the phrase, “I need to transfer your call”. These transfers cause customers to feel unheard, as though a subset of their phone call has been wasted due to repeated information sharing. To prevent this, what is […]

Seventy percent of customers are more loyal to businesses that offer support in their native language, according to Retail TouchPoints. Not better products, not lower prices. Just the simple ability to communicate comfortably and be understood. If you’re leading a company that offers essential services, you already know how important customer retention is. Losing a customer […]

Poor customer support services can cost businesses a significant amount of money. In fact, Customer Think reports that $3.7 trillion is lost globally because of poor service. That’s money slipping through the cracks, day after day. When you’re managing a high-volume contact center, those losses add up fast. It’s the overhead costs of onshore call centers, the […]

Web development company Colorlib recently did the research, and the most frustrating part of being on the phone with customer service is being put on hold. Such a common plight is unavoidable for most businesses but can still be hugely frustrating due to the wasted time it leads to when you have others waiting on you. So, can […]

We want to know that the person on the other side of the phone is someone we can trust to respond appropriately to our needs. In fact, good customer service is so impactful that consultancy firm PwC confirmed that over half of customers believe it to be a primary driver in brand trust. With that in mind, […]

If you’re running a business, you probably feel the pressure of rising costs, cybersecurity threats, and finding the right talent. It’s tough to keep up, and these challenges can seriously impact your success. That’s where nearshore outsourcing comes in. By teaming up with Centris, you can tackle these issues head-on and set your business up […]

Can your business handle a sudden problem like the recent CrowdStrike crash? Keeping your business running smoothly during such crises is more important than ever. The CrowdStrike crash, which disrupted many companies’ cybersecurity defenses, showed us all how important it is to have strong plans for business continuity. Nearshore outsourcing is a great way to ensure […]

A lot goes into running a business these days, so it can be beneficial to outsource certain tasks. As it stands, about 37% of small businesses outsource at least one process. There are various tasks that are very challenging to handle in-house. You can benefit in various ways by finding reliable companies to outsource these to. But […]