There might be different approaches to improving customer loyalty compared to how you improve brand loyalty, but one thing is for certain: providing high-quality customer service will lead to meeting both of those goals. You can boost your customer loyalty by lowering prices, but when a customer is loyal to a brand, they’re willing to…
What’s the key to delivering excellent customer service? There is no magic, one-size-fits-all solution. Each company requires a unique approach to caring for its customers, but a common quality all successful companies share is a focus on empathy. Maybe there have been many times in your life when you reached out to customer support with…
It’s no longer enough for a company to simply provide excellent products or services to their customer bases. Today’s consumers expect much more than that, which is why there is a movement toward establishing strategies focused on customer retention, boosting customer relationships and developing a heightened sense of loyalty among the target audience. Achieving all…
The future of call centers is intrinsically linked to the technological innovations that are reshaping the industry. As businesses continually strive to enhance customer satisfaction and loyalty, the integration of Artificial Intelligence (AI) into call centers is becoming a key factor. AI-driven tools, such as chatbots, automated email responders, and advanced analytics, are transforming the…
Language is a powerful tool in customer service; the choice of positive or negative words can significantly affect the quality of service and influence customer loyalty. Inbound call centers and contact centers are key touchpoints for customers, and the words service representatives choose have a profound impact. Positive language helps to create an environment of…
SUMMARY – Chatbots have become integral to modern customer service strategies, offering 24/7 availability, immediate response times, and scalability that improves operational efficiency and reduces costs. By automating routine queries, chatbots facilitate a consistent service experience and can enhance sales and lead generation while gathering valuable customer insights through analytics. However, their lack of emotional…
It’s always been difficult to seek out new customers and convince them to become loyal to your brand, which is why companies do their best to keep their current customers. And they have good reason: Studies show that 93% of customers are more likely to make multiple purchases with companies who provide excellent customer service.…
Understanding 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…
In 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…
Recognizing that high-quality customer service is vital isn’t a problem for most organizations, but knowing when to outsource these services can be challenging. When you need cost savings without sacrificing quality, partnering with a nearshore contact center could be the best solution for your business. Partnering With Professionals The factors that lead an organization to…
When peak season arrives, it seems that, no matter how prepared you are, something comes up to remind you that you didn’t plan for everything. Customer service departments often struggle the most during busy times, scrambling to hire qualified individuals and get them trained in time to field an influx of calls. Unfortunately, this task…
From cruise lines to top clothing product companies, every industry is impacted by missed calls from customers. If this problem affects your company, outsourcing to the right contact center, like Protel BPO, can make a difference in your customer service satisfaction and to your bottom line. When you fail to connect to your customer or…
Consumers 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…
Personalized customer service isn’t easy to come by. But having a team of empathetic, friendly and knowledgeable people at a contact center doesn’t have to be a challenge – you just need to partner with the right company. When you want to focus on your company’s core competencies while treating your customers well, outsource to…
Most people have a bad customer service story. Maybe it was an unbearably long hold time followed by a brief interaction with an agent who couldn’t resolve the problem. Perhaps it came at a time when you were stressed out and the agent trying to help you showed no recognition of the emotions you were…
Just because the world has gone digital doesn’t mean human interaction is no longer important to customer service. The strongest relationships are built on personal contact, which is why so many organizations have turned to high-quality contact centers to manage interactions with customers. Digital transformation has brought a wealth of advancements that have had a…
Approximately eight out of ten small businesses outsource various services. One of the most important ways outsourcing is used is for customer service. To cut costs and gain access to top-quality services, many companies choose to partner with a nearshore contact center. It’s estimated that the market for contact centers will have grown by more…
The knowledge that a single poor customer experience could lead to customer churn has motivated many companies to seek out solutions for improving relationships. One of the most popular and most effective solutions is outsourcing customer service needs to a reputable contact center. The sooner you can take proactive measures to improve customer relationships, the…
When customer service representatives leave their posts in droves, companies lose money and customers get less-than-optimal service. Unfortunately, the customer service industry is notorious for its turnover rate. Nailing down the reasons for such high employee attrition is difficult, as every company’s experience can differ, but one of the common themes is that employees are…
The 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…
Artificial 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…
Keeping your support team in-house seems to make sense, because who would know better about your company’s products and services than the people under your roof? Unfortunately, as you know, your customer support staff is usually brought in specifically for that job and may have no other experience with your company, and therefore no deep…
All the hard work you put into the products and services your company offers can be futile if you’re falling short on a crucial aspect of doing business today – the customer experience. Consumers demand quality products and services, but they will not spend money with you if they feel undervalued. There are three main…
Excellence in customer service requires an investment, but the returns can be huge. The potential to unlock financial benefits lies in the effectiveness of communication between the brand and the customer, which is why it’s crucial to partner with the right contact center. Meet Expectations It’s never okay to treat a customer like a number,…
Trends come and go, but one thing that will never change is the importance of the relationship you have with your customers. Lately, the focus has been on the customer experience, which includes a variety of factors that impact your customers’ feelings about your brand. According to a report from Gartner, more than 80% of…
Finding the right outsourced customer support is possible, but some important considerations need to be addressed before you can identify what’s going to be a good fit for your organization. There are many options out there today for getting help with providing a more well-rounded customer experience, but some key things you should consider while…
You’ve made the decision to outsource your customer service needs. What’s the next step? Do you look for a partner or a vendor? Do they need to be domestic, nearshore or offshore? Does it matter how much the customer service provider can scale to your needs? There are plenty of inquiries to make as you…
Labor shortages have hit just about every industry. Among the more persistent problems this causes is that customers feel their needs aren’t being met by the brands they spend their hard-earned money with. Fortunately, there’s a customer service solution available. According to the U.S. Chamber of Commerce, the retail trade industry is experiencing a “quit…
Are 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…
With so many artificial intelligence-generated customer service tools available today, companies small and large are taking advantage of technological improvement so they can better connect with customers on their terms. But failing to offer the human-based element will alienate a large portion of your audience that requires more than what a chatbot can offer. It’s…