Creating 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…
DetailsUnderstanding the dynamics of customer service in the modern business environment is critical. Companies often consider outsourcing their contact centers to streamline operations and enhance customer satisfaction. Outsourced call centers can manage a variety of customer interactions, including support, sales and information inquiry. This strategic move allows businesses to focus on core competencies while ensuring…
DetailsDo you want to find the best contact center for handling all of your customer service needs? Cost is a factor for most organizations when deciding who to partner with for customer service, but it is important to also look at other factors. You also want to consider how the contact center trains its agents,…
DetailsSo you’ve made the decision to outsource your customer service needs to a professional company. Do you know how to find the best contact center to meet your unique needs? There are several factors to consider as you narrow down your search. Flexibility Flexibility can apply in a couple of very important areas. First, you’re…
DetailsThe labor shortage has made an impact on customer services in just about every industry. While businesses deal with a lack of staff, customer demands are often unmet and this has led to frustration and customer churn. Can outsourcing your customer service to professionals solve the problem? Even in times when it’s considered an employer’s…
DetailsOne of the most widely recognized criticisms about the customer service industry, particularly in jobs related to contact centers, is the turnover rate. For those experiencing a 40% attrition rate, that’s something to be celebrated because that represents the best-case scenario. Therefore, before partnering with a contact center, it’s important to ask crucial questions about…
DetailsConsumers today expect excellent service when reaching out to the brands with which they spend their money. When a customer experience is at its best, it’s because the customer’s wants and needs are already known by the customer service professional. They’ve done their homework and are ready to listen, offer information and give the customers…
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…
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 —…
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…
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