ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

JANUARY 5, 2024

Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows.

Management 112

Management APIs Engineering Government 112

aircall

OCTOBER 17, 2022

As our partners at Richpanel share, “Win rate is not just a sales team’s metric. As our partners at Richpanel share, “Win rate is not just a sales team’s metric. Prioritizing your sales win rate gives you a clearer picture of team performance and how to improve it. How to Define Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 273

Airlines Feedback Self service Best practices 273

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Client Service What is the average length of your client relationships? We hope this makes your RFP process a little smoother!

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Global Response

JULY 23, 2023

The Dreaded Language Barrier The Problem: This is one of the biggest obstacles and common complaints of working with a call center, especially if you work with an offshore partner. Obviously, this decreases the ease of your customer service and customer satisfaction. With customer service, this only becomes more apparent.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unless, of course, we are replacing our teams with robots.

Management 195

Management Personalization Customer Experience Consulting 195

Global Response

SEPTEMBER 21, 2023

While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. However, when you outsource, you can improve your CX and customer service by leaps and bounds, without the same level of internal investment.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Real Blue Sky

MARCH 6, 2023

Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring.

Best practices 124

Best practices Government Engineering Accountability 124

Blueship Call Center

DECEMBER 12, 2023

Organisations are increasingly searching for strategic partners in this fierce competition that can provide them with creative and workable solutions that help them increase productivity and achieve their business objectives. How do you guarantee outcomes and who oversees your vendor partners’ daily performance?

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Global Response

APRIL 27, 2023

You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). You need specialized help and your in-house team can’t meet all of your needs. If so, nearshoring might be a good option for your team.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

Global Response

OCTOBER 17, 2023

Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing. Outsourcing provides increased cost-efficiency and flexibility even while providing excellent service.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

OctopusTech

MARCH 3, 2024

Developing a custom website or web application in-house requires significant investment in a skilled technology team, infrastructure, and overhead expenses. Outsourcing involves partnering with an agency that provides the web design , development, and technology skills needed to build and launch your online product.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Call Design

OCTOBER 6, 2020

When consumers are experiencing a problem, they expect a solution on the same day. Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Omnichannel Customer Service. Provide Self-Service Options.

Customer Service 148

Customer Service Self service Quality management Wait times 148

Blueship Call Center

NOVEMBER 28, 2023

Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. But with so many BPO companies in the world, it may surely be difficult to choose one that offers customer-focused email service and a fast response time.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. How can you be sure you’re putting your customers in good hands?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

IdeasUnlimited

MAY 23, 2022

Whether you are a support service provider or an IT firm looking to service your clients, it is important to have a clear strategy on how you will go about establishing a team of trained agents ready to provide high quality tech support. In this blog, we’ll be sharing some of that experience.

B2B 98

B2B Call Center voip Interactive Voice Response 98

Global Response

SEPTEMBER 11, 2023

A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Our team has been in the business a long time (40+ years, to be exact!), Here’s what to do—and what not to do—to find a call center provider that can offer you a long and successful partnership.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Global Response

SEPTEMBER 11, 2023

After all, there’s a lot of misconceptions out there about what call centers do, who they’re for, and when they’re a good idea. After all, there’s a lot of misconceptions out there about what call centers do, who they’re for, and when they’re a good idea. What does outsourcing have in common with kale and tofu?

outsourcing 62

outsourcing Call Center Healthcare Service level 62

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 98

Enterprise Real estate Chatbots Construction 98

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. If you’re not clear about what you want, it makes it difficult to find the right fit.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. Trusting an outside provider to handle your customer service is a big step.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

TeleDirect

OCTOBER 23, 2023

Instead of rushing to answer phones at all hours, your team can focus on providing the best products and services that define your brand. Knowing this, you may do a quick search for call services and contact the first one on the list. Several business segments can benefit from customer support outsourcing.

outsourcing 62

outsourcing Customer Support Call Center Customer Service 62

Global Response

JULY 23, 2023

Customer service is more important than ever—all the data backs this up. So, managing your customer service is no insignificant task. In this article, we’ll give you a closer look at why some teams prefer to keep their customer service in-house, and why others outsource to a call center. Maybe not.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The My Comment: Want to learn from some of the masters of customer service?

Customer Service 174

Customer Service Surveys Personalization Consulting 174

Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? improve customer satisfaction and results? free up internal teams to focus on core business? If so, a BPO call center partner can help. However, finding a great BPO call center is often easier said than done.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Global Response

APRIL 27, 2023

Is paying a premium for domestic onshoring worth it, or should you outsource to a lower-priced team offshore? When it comes to outsourcing, there’s plenty of myths floating around—we’re here with 40+ years of experience in the customer service industry to help you sort out the facts. Enhanced customer service and support.

outsourcing 62

outsourcing Call Center Bilingual agents Marketing 62

OctopusTech

JULY 31, 2023

If you haven’t received a response from your clients about your services for a long time, then you should immediately take necessary actions like using live chat outsourcing to find out the reason by checking the quality of your products and services. Some claim that live chat might make customers feel underappreciated.

outsourcing 62

outsourcing Metrics Customer Service Chatbots 62

TeleDirect

DECEMBER 14, 2023

Consider the benefits of someone following up with your clients and setting appointments, readying your sales team to follow through and close the deal. Your team performs their magic. We consider ourselves your long-term partner, with you now and long into the future. We’ll make the appointments. What makes us pros?

Business Process Outsourcing 62

Business Process Outsourcing outsourcing B2C B2B 62

Global Response

JUNE 20, 2023

Besides that, the strong focus on technology and innovation lend Tunisia’s call centers a strong infrastructure and innovative culture to develop better customer experience strategies. Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service.

Call Center 62

Call Center outsourcing Bilingual agents Education 62