A superior customer experience is often the differentiator between brands; customers know that if they are not receiving service that feels personal and customized and that meets their needs with laser-focused specificity, that your competitor is all-too-ready to meet their needs. For many companies, this is the initial motivator to outsource customer service. But offering…
DetailsMaintaining customer relationships is paramount to maintaining loyalty and earning returned business. The cost of acquiring new customers is quite high, which is why the focus on a positive customer experience is so important. Customers have many options in where to spend their money, which means you have to one-up your competition. You can have…
DetailsIf you’ve ever talked to a company leader who tried to install an in-house contact center, you probably learned pretty quick why it didn’t work out. From staffing woes to cost overruns, time and energy spent training employees to seeing the brand’s image take a dip — there are plenty of reasons for outsourcing your…
DetailsThere is a reason companies say their employees are the most valuable asset in their organization; the brand experience they offer is the voice of the company. It’s for this reason that your contact center should be staffed with high-quality professionals capable of representing your brand in a way that is consistent with your company…
DetailsCompany culture has become a priority for business leaders and rightly so. It’s a reflection of your brand’s identity and values, and it directly influences the interactions your employees have with customers. Satisfied employees can focus on the customer’s needs, while disgruntled employees are distracted by their own concerns. So, the big question is: Are…
DetailsProviding the ultimate, personalized customer experience is at the top of your priority list. But you know that even with high-quality products and a perfect price point, your customers can all too easily switch to a brand that seems to value and “know” them. You may find that you can best meet your customers’ expectations…
DetailsCreating a highly personalized customer experience is no longer what you do to gain an edge over your competitors. It’s what you do to survive in a competitive market. And you do it with an outsourced contact center. A recent survey about the importance of customer experiences conducted by Harvard Business Review Analytic Services included…
DetailsYou have a lot of options when it comes to customer service channels, with digital varieties like email and social media providing a personalized way to connect with customers. While you should take advantage of digital opportunities to engage your audience, it’s important to note that there’s still no replacement for human-to-human customer service. When…
DetailsThere’s Nothing Antiquated About Human Customer Service The advent of digital customer service methods often requires a trial-and-error approach. You test out a few strategies, and eventually, the analytics will tell you what sticks. Thankfully, there’s one tool you can use that doesn’t require expensive experimentation and or disruption to the customer experience to find…
DetailsTips on Creating a More Impactful Customer Experience A customer service strategy utilizes a number of methods to achieve success. While nearly everyone has embraced digitization and there are many high-tech resources out there today, going with a decades-old method still provides valuable benefits, and that method is the human touch. Human-to-human interaction is one…
DetailsTips on Choosing the Right Contact Center for Customer Service Skilled communicators are the foundation of any good customer service strategy. One of the most powerful tools used in customer service is the contact center. Its approach to training, employee motivation, problem solving and ongoing skill development is the differentiating factor in the customer service…
DetailsA few years ago, digital marketing was lauded as the strategy to end all other B2B lead generation efforts. Many marketers believed that email newsletters, social media and other digital marketing efforts would eliminate the need for traditional lead generation. As the strengths and weaknesses of digital marketing were discovered, it became clear that marketing…
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