Are You Responding Fast Enough to Social Media Messages?

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Social media provides customers with a direct way to connect with your company and brand but are you responding to direct messages (DMs) and post comments quickly enough? Let’s look at how customers are using social media to contact businesses and how businesses must adapt to respond. Whether it’s questions about products and services or… Read more »

Outsourcing Your Customer Tech Support for Improved Customer Satisfaction

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Do you need to outsource customer IT Support? Having a team to address your customers’ needs for product support boosts your customer satisfaction. Consumers expect knowledgeable tech support to be available when they purchase any product or service – whether it’s a laptop, kitchen appliance, or even software. If you put yourself in your customers’… Read more »

Outsourcing Live Chat

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Customers and potential customers who visit your website want answers to their questions as quickly as possible. If they have to wait for you and your staff to answer by email or phone, you may lose business in the process. Live chat is a web-based service that allows businesses to communicate, or chat, in real… Read more »

Making Your Customer Service Memorable

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The differences between call center agents with a great attitude for customer service and those whose attitudes need some improving are often very clear. Because the effects of both are going to impact your business, it’s important to not only look for certain traits in those you hire for the job but to also train… Read more »

Manager’s Step by Step Guide: Call Center Key Performance Metrics

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One of the most important tasks in call center management is utilizing Key Performance Indicators (KPI) to gauge the success of staff in their call answering and problem-solving capacity. These call center metrics are measurable values that show the level of effectiveness of your team in achieving the goals you set. Call Center KPIs Research… Read more »

Offshore, Onshore versus Nearshore Call Center Solutions

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If you are considering outsourcing your business’ call center, you have numerous options.  In the process, you will want to evaluate such factors as how close the center needs to be to your business’ location, the cost of the center’s operation, and language and cultural requirements. When considering the location of your call center services,… Read more »

It’s Time to Comply with the EU’s General Data Protection Regulation

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Even though all companies doing business with residents of the European Union (EU) will need to comply with its General Data Protection Regulation (GDPR) by May 25, 2018, most will miss that deadline, according to a recent survey of corporate tech decision makers conducted by Crowd Research Partners. The survey also found that only 7%… Read more »

Why the Call Center is Still Relevant

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While it may seem logical that customers would prefer service delivery online or via phone without a human involved, that’s actually not the case at all. Today’s customers expect more from brands than ever before and these companies need to step it up if they are to be successful. How do call centers factor in?… Read more »

Support Your Brand’s Social Efforts in 2018

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Handling customer satisfaction through social media platforms was an idea that many people could not comprehend less than 10 years ago. A few years ago, it may have been questionable whether social media could be a way to take care of customers or market products. Today, social media is used more and more to address… Read more »