Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%. Most modern messaging platforms allow you to group all of these together.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. It saves you the money, time, and effort you need to make your business scale. .

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Kayako

OCTOBER 29, 2015

It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Here at Kayako, we were built in India. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Global Response

JANUARY 23, 2023

We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Of course, knowing where you want to go is important, but knowing how to get there is even more essential. Ensure your goals are specific by defining your goals clearly.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

SmartKarrot

NOVEMBER 2, 2020

What do Experts have to say? The best way to know how to retain customers is to hear it from other business owners who do just the same. He is a professional marketer helping companies improve their efforts in marketing through blogging, books, videos, and public speaking. Rand Fishkin, Co-founder and CEO, SparkToro.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87