3 in 4 Americans say customer experience is the primary factor when choosing between brands. It’s not just about what they’re buying. It’s about how they’re treated and how their questions are answered. 93% of customers will return to brands that gave them a positive experience. They’ll also tell an average of nine people about it, providing […]
Category: Blog
Next-Gen Customer Support: How Is AI Changing the Call Center Industry
Artificial intelligence is a very new technology, yet about 35% of businesses are already incorporating it in some way. AI is advancing incredibly quickly, presenting all kinds of new possibilities and opportunities. Businesses can use it to improve various processes and operations, helping them operate effectively while saving on expenses. Outsourcing is a normal business practice, and […]
Why ‘I Just Called for the Hold Music’ Said No One Ever: The Importance of Responsive Customer Service
Almost everyone is intimately familiar with the irritation of a repetitive tune and the empty phrase “your call is important to us.” The average person spends 43 days of their life on hold. This greatly impacts their view of customer service as a whole, and improving the customer experience is a great way to show […]
Crisis Management and Business Continuity Planning: Why They’re Crucial for Business Resilience
A small business loses anywhere between $20,000 and $40,000 per hour of downtime. Luckily, business continuity planning and crisis management solutions can help reduce the risk of this loss. Here, we’ll discuss: The basics of business continuity planning What crisis management entails Why these plans are important Best practices for implementation Read on to take the first step toward […]
How Centris Utilizes AI in Backend Operations for Efficiency
Artificial Intelligence is taking today’s world by storm, and it seems like everyone is talking about it. Despite how new the technology is, 77% of companies are either planning on using it or already do. It can offer a range of benefits that allow companies to improve business operations. This can help with productivity, ultimately leading to […]
Why Using Outsourcing From Mexico Can Save You Money and Time
Imagine how easily you can improve your company’s performance once you drastically reduce your operational costs. You can then invest the money you save in other areas of your business, such as your infrastructure or marketing. This will help you avoid becoming one of the 20% of small businesses that fail within their first year. While there […]
Effects of a Busy Economy
There have been quite a few major events that have impacted direct response advertising in 2012. Domestic and overseas markets struggling with natural and economic disasters have certainly caused a reduction in discretionary consumer spending. Big sporting events such as the Euro Cup and the Olympics allowed for record ad sales. According to Nielsen, 219.4 […]
Tips for Creating Effective SLAs
You can’t manage what you can’t measure, which is why service level agreements (SLAs) are so vital inoutsourcing relationships. Creating SLAs that help the bottom line requires focusing on business outcomes, adapting SLAs as business needs change, and making them as specific and quantitative as possible.
The Olympics: What can we Learn in our Contact Center?
The 2012 Olympics held in London are viewed by billions of people worldwide. It is estimated that over 15 million calls will be handled by volunteers in the venues. The games are exciting and promote worldwide sportsmanship and fair play. It’s about the athletes and their accomplishments. So what can we learn from the Games? […]
Top 5 Reasons to Rethink Outsourcing your Contact Center in 2012
Will the economy improve or stagnate this year? What will the election mean for business and customers? How will future events unfold and affect your business? Regardless what happens, you need to run your business, keep customers happy and generate a measured return on numbers in 2012. With the beginning of a new year, we […]