Customers are often in need of assistance and expect smooth interactions with the company. Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Although this temporarily relieves angry customers, it does not really impress them. MORE

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service MORE

Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is much cheaper to pay a BPO call center abroad than to hire and train an entire team on your own at home. Call spikes are probably the biggest challenge that contact centers face. MORE

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategyBillion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC. MORE

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. According to a recent report , 75% of customers believe it takes too long to reach a live agent. Personalize Every Single Call. MORE

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. MORE

Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed. Here in this article, I am listing some customer support systems to get more productivity without adding extra employees:-. Social Customer Support. Support Inboxes Accessible by the Entire Team. Call Center. MORE

As a successful business, you probably put a lot of effort into improving your customer service. In fact, 81 percent of Americans report that they are either satisfied with customer service or the service exceeds their expectations. And 67 percent of people worldwide believe that customer service is improving as a whole. One of the best ways to do that is to improve your inbound customer service experience. That is your call center experience. MORE

Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Social Media customer access customer access strategy strategy MORE

BPO Services play a crucial role in the process when a student wants guidance and certain information, call center’s experienced agents help them to solve the queries over calls, emails, and texts. Technical Support. MORE

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. MORE

Customer service is not easy. The advent of new media means that customers today expect speedy responses over a variety of channels. Additionally, good customer support requires highly trained individuals with a lot of soft skills including empathy and de-escalation. MORE

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service MORE

In today’s instantaneous world of communications, this rings truer than ever as consumers expect high-quality experiences stemming from seamlessly connected channels, anytime and anywhere. Thus, leading the way for call centers to be considered so much more. So what does this shift in form and function mean for the customer experience? This means that contact centers with little to no multi-channel support are already falling short of customer expectations. MORE

Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Social Media customer access customer access strategy strategy MORE

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? When they can get everything they want in a jiffy, from wherever they are, the question of walking to a store or calling the support staff only to wait for hours, doesn’t arise. MORE

And when you hire support representatives, your decisions will have a major impact on all three categories. While the questions in this post can be used the next time you’re hiring support representatives, you’ll more likely want to use them as a template to tailor an interview to your company’s needs. It seems like an easy question, but when hiring support representatives, this will reveal a ton about his or her potential to be an all-star agent. MORE

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. This interconnectivity enables us to analyze the customer’s perceptions of value through a holistic lens. Omni-channels. MORE

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategyBillion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC. MORE