Outsource Consultants

AUGUST 3, 2020

Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center. Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

JUNE 22, 2020

But no matter where you’re at with your customer service and outsourcing efforts, whether remote or on-premise, you must do more than simply cutting dollars from your budget — you need strategies that make sense. After all, 86 percent of customers will pay more for companies that offer exceptional customer service.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Outsource Consultants

OCTOBER 9, 2019

In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. After all, exceptional customer service requires constantly reinventing what you do well and what you could be doing better. .

Call Center 59

Call Center Call center experience Consulting Consulting 59

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Another 28% are willing to give mobile messaging a chance.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195