IdeasUnlimited

DECEMBER 2, 2021

Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers.

Call Center 52

Call Center Telemarketing B2B outsourcing 52

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

aircall

NOVEMBER 2, 2017

Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Convincing more customers to wait longer will certainly improve your abandonment rate, but it may not raise their satisfaction rate. Finally, don’t forget about on-hold music. Let Callers Opt Out.

Abandon rate 85

Abandon rate Abandon Call Entertainment Wait times 85

aircall

NOVEMBER 2, 2017

Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Convincing more customers to wait longer will certainly improve your abandonment rate, but it may not raise their satisfaction rate. Finally, don’t forget about on-hold music. Let Callers Opt Out.

Abandon rate 81

Abandon rate Abandon Call Entertainment Wait times 81

Callminer

AUGUST 1, 2017

Prior to co-founding C3 Metrics, Greenfield was a recognized thought leader in the area of Branded Content as publisher of Branded Entertainment Monthly, a joint effort with VNU Media, detailing industry statistics, gaps, and trends. Through outsourcing their Quality Assurance to a country that offers labor at a lower wage.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Your community can act as your customer support. As technology developed, people were bombarded with more and more new forms of entertainment, which made it difficult for LEGO to keep up with. Alternatively, you could put your community into a subdomain. For instance, community.yourwebsite.com.

Gamification 69

Gamification Feedback Education Entertainment 69

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Your community can act as your customer support. As technology developed, people were bombarded with more and more new forms of entertainment, which made it difficult for LEGO to keep up with. Alternatively, you could put your community into a subdomain. For instance, community.yourwebsite.com.

Gamification 28

Gamification Feedback Education Entertainment 28

CCNG

OCTOBER 19, 2022

Lumoa , 2018) Getting buy-in from the executive team, knowing about available resources, and justifying the need for those resources are among the main challenges for the customer support teams. Support Driven, 2018) 72% of companies don’t review customer experience metrics or share them with all employees regularly.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

JANUARY 9, 2023

In addition, the goods or services purchased are not for entertainment or pleasure—they’re essential to business operations and growth. All of this means that customer service needs to be even more valuable, relational and customer-oriented: even if the customer is a business. Proactiveness.

B2B 62

B2B B2C Customer Service Self service 62

Netomi

JANUARY 5, 2022

As one of the most in-demand Customer Experience Keynote Speakers and Consultants in the world today, David Avrin delivers profound wisdom to clients and audiences around the world. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Follow Evan on Social Media: Twitter: Evan Shumeyko (@evanshumeyko).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98