Customer loyalty has always been important, but with recent consumer trends, establishing and holding onto that loyalty is more critical now than ever. Consumer behaviors during the pandemic have been changing, but one metric that should interest you is that 75% of consumers said they bought from a variety of brands and around 60% said…
DetailsWhen a customer’s experience doesn’t go well, many negative effects are set in motion, not the least of which is the possible loss of that customer and the money they might have spent with your company. Recently American Express surveyed consumers to get an idea of the impact customer service has on consumers. They found…
DetailsThe difference between a high-functioning contact center and one that fails to make improvements in customer relationships is training. It’s only through establishing strong educational programing that a contact center can deliver the personalized experiences that consumers have come to expect of the brands they do business with today. If you are failing to provide…
DetailsConsumers have high expectations today, probably more now than ever. They don’t want to feel like a number; they want personalized services, If they aren’t satisfied with their customer experience, they won’t hesitate to go to a competitor. But what is the path to excellent customer service? The brands that get it right have found…
DetailsIn the realm of customer service, the experience of the consumer has taken center stage as businesses seek to enhance customer relationships and secure a solid return on investment. Outsourcing customer service, particularly to nearshore contact center vendors, has become a prominent strategy to manage inbound contact centers without compromising the quality of service. This…
DetailsAre you looking for a way to stand out in the crowd? Give consumers what they want, which is more personalized interactions. Consumers today are weary of feeling like a number and are willing to drop brands that don’t prove to them that they are of value. By personalizing your outreach efforts, you will make…
DetailsArtificial intelligence (AI) is shaking up the status quo in the customer service landscape, but can it lead to improved relationships and a stronger bottom line? Customer service is a wide-ranging specialty and there is room for automated processes, but the human element is still a key piece. AI in customer service is most prevalent…
DetailsThe hospitality industry centers on customer relationships. Customer satisfaction is crucial in every industry, but it’s an especially important lifeline in the hospitality industry. Given the fluctuations caused by seasonal changes, this can put an overload on representatives and affect the overall experience of your customers. The answer to the issue is to outsource your…
DetailsCustomer service is notorious for its high turnover rate. It ranks in the top 10 for careers with the highest churn rates, which can be a challenge for organizations working to create better relationships with their customers. If you are struggling to retain agents and are looking to improve customer experience outcomes it may be time to…
DetailsOutsourcing is the norm today. From sales to IT management, seeking out qualified individuals to handle specific aspects of day-to-day work is the smart way to grow a business. Increasingly, companies in many industries are outsourcing contact center assistance for their customer service needs. If improving the customer experience is something you’re considering, you’re in…
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