Connecting the Dots
APRIL 16, 2021
Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey. Rather than inspecting product quality and handling complaints, a customer experience strategy proactively prevents dissatisfaction by anticipating and eliminating problems before they occur.
HGS
MAY 27, 2015
Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Outsourcers equipped to support such customized and premium services will stand to benefit from this. Here are a few of the underlying trends that we are seeing.
Connecting the Dots
JULY 27, 2020
A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. At least thirty percent of problems can be prevented by more transparent marketing and clear customer education. All businesses need to keep this in mind.
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