Call Center Software

Trends

5 Ways to Deliver a Seamless Mobile Customer Experience

5 Ways to Deliver a Seamless Mobile Customer Experience Modern-day customers are no longer limited to desktop searches for product information or long waits on the phone for customer service. Consumers nowadays are showing an increasing preference for researching products and making purchases on mobile devices, surpassing desktop use. Prosper Mobile Insights indicates that 81% of smartphone users have done...
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Keeping the Customer Satisfied: Best Practices for Reducing Customer Churn

Keeping the Customer Satisfied: Best Practices for Reducing Customer Churn In every business, sales and marketing departments strive to attract customers with the straightforward intention of growing sales and ensuring long-term brand success. While growing a clientele is certainly essential to growing a business, current customers should never be overlooked. In fact, they should be taken care of, or else a company may...
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Delivering the Optimal Customer Experience

Delivering the Optimal Customer Experience Some people may think that customer service and customer experience are essentially the same. In truth, customer service focuses on delivering support to a customer, whereas customer experience considers the perspective of the customer—what it actually feels like to be on the receiving end of support. Customer experience is increasingly becoming a...
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Engaging the Customer With Video Customer Support

Engaging the Customer With Video Customer Support With the abundance of different channels used nowadays for customer engagement, contact centers are challenged to keep up with the preferences and demands of their customers. While social media and live chat have gained popularity in recent years, research shows compelling facts about the best ways people learn and retain information: through...
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Customizing the Customer Experience Across all Channels

As you continue to diversify the ways in which your customers can interact with you, it’s important to remember that your efforts should be customized to fit not just the customer but the customer’s use of the channel, as well. For instance, someone might respond well to a flash sale announcement on Foursquare or in a personal text but not...
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Improving Customer Relationships with Permission

As you organically build your permission database, you will discover that the best data is that which is given by the customers themselves. Particularly when it comes to how they use their smartphones and how they want to interact with brands through their smartphones, getting feedback directly from them can help drive the ideal relationship. If you...
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Increasing Your Customers' Loyalty through the Call Center

Does your company offer a loyalty program, and do you have a clear understanding of the value it brings to your bottom line? If the answer to the first question is ‘yes,’ the answer to the second question is probably ‘no’ or ‘somewhat.’ That’s because loyalty programs are great at getting customers to choose...
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Three Predictions for Customer Service in 2014

It’s hard to believe, but the holiday season is upon us, and even more unfathomable is the quickly approaching year of 2014. For the call center industry, each new calendar represents new opportunities to update call center software and improve customer service. Let’s take a look at three predictions for customer service in the New...
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Social Media is Here to Stay-Do You Have A Big Enough Footprint?

Social media is no longer just for college students to post pictures of their university’s homecoming parade or for young professionals to share pictures of the trendy new dish they just cooked, and it hasn’t been for a while. There is always talk of social media finally outliving its usefulness, but it simply isn’t going anywhere...
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What Role Does Gamification Play in the Call Center?

While every job is always going to feel like ‘work’ to a certain extent, gamification is making strides to reduce that feeling as much as possible. Gamification is the process is which normal work processes are turned into competitive activities, transforming goals into awards to build a sense of camaraderie among co-workers. When it comes to...
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