Call centers are often unpredictable places. One minute, your team’s agents may be enjoying a calm day with a normal flow of phone traffic, but within minutes, the center can be inundated with more calls than ever anticipated.
According to Digizuite, brands that excel at multichannel (also known as omnichannel) customer engagement enjoy better annual revenue increases and lower costs per contact than other brands. The bottom line is that customers expect to be able to frictionlessly interact with your brand over multiple channels, especially when seeking support.
Over 50% of retail customers in the United States prefer to address urgent issues via phone conversations. This statistic demonstrates the importance of providing your customers with high-quality, timely phone based support. However, delivering this support in-house is impractical, expensive, and inefficient
If you’re considering hiring an outbound call center and you have never done so, you may feel overwhelmed with choices and unsure how to make the right one. You are not alone. Many business owners struggle with evaluating outbound call centers for quality service and the ability to meet critical business objectives.
The term KPI stands for “Key Performance Indicator.” KPIs are a set of measurable business objectives established to gauge how successful your team is in their efforts to reach company goals. KPIs can be used to measure sales, marketing, operating, financial and customer service performance. Customer service and sales environments are ripe with KPIs to measure.
The customer experience (CX) refers to the impression consumers have of your brand as a whole throughout the entire buyer’s journey. A positive customer experience is vital to the success of your business. And, every business should strive to exceed its customers’ expectations in order to retain them as long-term loyalists.
Ah, window shopping! What a fun activity, isn’t it? Whether it is browsing through the storefronts of New York City or checking out the mom-and-pop shops in your local town, sometimes the mere fix of looking at items on display is all you need.
To help your eCommerce business get more customer reviews, we asked marketing professionals and eCommerce business owners this question for their best insights. From providing discount incentives to holding a contest, there are several tips that may help you get more customer reviews for your eCommerce website.
This piece of advice seems to pop up throughout our lives time and again. And as small business people, we do. We dream big. We reach for the stars. And we do what we love. We build business ventures, we find our audiences, and we try to serve our customers the best we can.
Even though Supreme Justice Potter Stewart said that famous phrase in relation to obscene adult-content films, we can easily apply it to bad customer service. Even if we don’t know what specifically makes it bad, we definitely know when it’s bad.
