Contact center representatives are expert communicators, and their ability to use their emotional intelligence has never been more important. Consumers are using customer services for more than just help with their purchases — they’re also reaching out for social interaction. According to a study by Gartner, by 2026 almost 75% of calls fielded by contact…
DetailsNobody could have truly predicted how consumer behaviors would change in the face of a global pandemic. But one thing that is certain is that those who adapted to the changes did one thing extremely well, and that is to deliver a valuable customer experience despite the challenges. Business as usual no longer has the…
DetailsCustomer service is no longer a service provided only to consumers who have made a purchase, as today’s consumer requires high-quality services in order to become a customer. The vast majority of consumers say that quality customer services are what they rely on to make a purchase. Failing to live up to those expectations will…
DetailsAs you already know, successful companies have outstanding customer service. But did you know that a single bad customer service experience can permanently cost you a customer? It is true now more than it has ever been: if you aren’t able to tend to the needs of your customer in a timely manner, you will…
DetailsWhen someone loves their job, it shows. In fact, they might not even think of their daily nine-to-five as a job at all. This is what you want in a contact center representative charged with communicating with your customers. Unfortunately, there are a variety of ways in which a contact center employee can begin to…
DetailsWhen consumers become frustrated with a brand, they quickly turn to another. It sometimes takes only one bad interaction for them to jump ship and seek out better experiences elsewhere. While it’s always been important to please the customer, the evolution of consumer behavior has undergone a rapid change and customer service assistance is more…
DetailsDuring uncertain times this last year and a half, customer behavior has changed. It’s time to think about how customer service needs to evolve accordingly. What has already become evident is that customer-facing representatives will need to develop a deeper understanding of clients’ needs. And moving forward, service strategies will need to reflect the understanding…
DetailsConsumers have evolved, and at a rapid rate over the last year. The customer experience now takes center stage for organizations looking to retain their valuable customer base. But what does good service entail? For most consumers, it’s a polite, warm and friendly interaction with a brand. Are your customer-facing representatives offering that level of…
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…
DetailsQuality customer service has never been more important. The statistics back that up. Around 82% of customers say they want instant answers to their questions, so when customer services are lacking, those questions go unanswered and you stand the chance of losing once-loyal customers. When you outsource your customer service needs, you’re on the right…
DetailsAcquiring new customers is a costly venture. When you’ve made improving customer satisfaction scores a high priority, you increase your chances of return customers that become loyal to your brand. It’s estimated that retaining customers is anywhere from five to 25 times less expensive than getting a new consumer on board with your brand. That…
DetailsCustomer service is an important topic, especially in light of the relatively recent changes in customer expectations. Today’s consumers demand personalized customer services and will seek them out elsewhere if a company is unable to provide them. Consumers have developed a sense of entitlement, and perhaps rightly so. They know their dollars are important and…
DetailsOutsourcing your inbound contact center services can save your company money, but that’s only one reason outsourcing is popular. The money you spend on these services offers an amazing ROI because you’re enlisting expertise from the people who make it their full-time job to provide a positive customer experience, which is the most attractive part…
DetailsCustomer 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…
DetailsIt takes five good customer experiences to offset one bad experience, but that’s only happening when a customer actually stays around after that bad experience. It’s easy to see how important it is to provide quality customer services at all times and to have a better chance at doing that, outsourcing your contact center could…
DetailsKeeping your current customers is far less costly than building up a new customer base. In fact, you can count on a loyal customer to be worth almost 10 times the amount of their first purchase. From finding a more personalized way to interact with your target audience to outsourcing customer service assistance, you have…
DetailsRetaining customers has always been important, but when the economy suffers, retention becomes a top priority. What’s the best way to keep customers coming back? The answer is quality customer service. Forrester, a research and consulting company, recently released its report on customer service megatrends hitting companies struggling in the current pandemic-ladened environment. In short,…
DetailsStriving to fit the label of a “customer-centric company” is on the minds of most business leaders hoping to improve the reputation of their brands. The best way to achieve a customer-centric reputation is by providing high-quality customer service. By outsourcing your contact center services, you can achieve this goal at a quick pace. If…
DetailsThere is no doubt that technology can drive advances in business when it’s used in the right places at the right times. Artificial intelligence (AI) is getting much use these days and has even pushed into customer service interactions. High-functioning contact centers use a variety of modern technology, but the best ones know a quality…
DetailsFor companies looking to improve their bottom line, one of the first places to look is their approach to customer service. Improvements made in relationships are valuable, and failing to create a bond with your audience can lead to reduced loyalty and a lack of return business. For the best results, consider outsourced customer service…
DetailsCustomers today want to do business with companies that take customer service seriously. Ensuring every interaction between your brand and your customer service representatives is smooth, helpful and personalized will keep your customers loyal, but failing to invest in high levels of service will do exactly the opposite. Partnering with the right contact center will…
DetailsIf there is one thing the hospitality industry requires, it’s quality interactions between customer and host. Customer needs can occur at any time, which means it takes a highly-attentive customer service mechanism that is always at the ready. What more and more companies in the hospitality industry realize is that outsourced customer service is the…
DetailsQuality customer service is often the difference between a failing company and one that is hitting all of its goals. With the right inbound contact center services, you improve the customer experience and that means you’re getting more loyalty out of them. What is becoming more apparent in recent years is that you can get…
DetailsWhen consumers interact with a customer service representative and come away from it feeling more like they’ve encountered customer disservice, the results are fairly consistent: they go elsewhere to do business. To prevent this situation in your organization, consider outsourcing your contact center services. It’s unfortunate that almost 80% of organizations think they’re offering “world-class”…
DetailsWhen you offer a positive employee engagement experience, it leads to customer satisfaction. When customers are satisfied, they keep coming back. They also provide a valuable word-of-mouth service that funnels more business your way. Increasingly a way to get to this point is through partnering with a nearshore contact center. Nearshore services have advantages outside…
DetailsCustomer service is important, and this is something that successful business leaders have always known. But did you know that approximately 90% of consumers in America use customer service as a vital component in deciding whether or not they’ll do business with you? Nearly 60% of consumers will switch companies when the customer service they…
DetailsIf you’ve decided it’s time to outsource your inbound contact center services, you should consider a nearshore organization. Why nearshore? The answer for those who have gone this route revolves around the fact that they’re getting offshore savings with nearshore advantages. One of the best places for nearshore inbound contact center services is Belize —…
DetailsYou might know Belize as the small Caribbean country on the northeastern coast of Central America, but did you know that it is a perfect spot for top-quality contact center services? It’s considered one of the best nearshore countries for highly-rated contact center assistance. American businesses have recently begun to seek out services from Latin…
DetailsStudy after study concludes that retailers who have established a relationship with their target audience — who show them that they really care about their satisfaction — are the ones that get the return business. When you outsource to the right inbound contact center, you have an opportunity to build the kind of relationships that…
DetailsThere are many reasons to partner with a nearshore contact center; namely, your ability to improve customer relationships, but there is another component linked to social responsibility. While you have a responsibility to your employees to remain profitable, you can also help out communities that truly value your business, and you can have a positive…
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