• 5 Steps for Monitoring Your Customer Service Practices

    When your company defines great customer service, what are the key factors? Does it mean implementing new technologies? Or perhaps you aim to train employees regularly? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. As Deloitte affirms, 62% of companies view customer experience delivered by contact...

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  • 5 Ways to Optimize Self-Service Practices

    At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. A...

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  • 5 Key Terms That Drive Great Customer Experiences

    What exactly is at the heart of great customer experiences? Many would argue that a brand’s ability to embrace a core set of values is essential to creating a customer-centric approach that wins long-term loyalty. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Accountability Great customer experiences begin with trust....

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  • 5 Ways Big Data Can Improve the Customer Experience

    Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Through close examination across channels, brands may...

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  • 6 Ways to Give Digital Customer Service a Human Touch

    In our digital age, great customer service often means giving customers quick and easy options on the go. While some may argue that customer experiences have become more impersonal as a result, brands may add a personal touch to their service by maintaining a conversational approach and treating each customer as an individual. Here are six ways to give...

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  • 7 Tips for Training Call Center Agents Effectively

    Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Here are seven tips for training call center agents effectively. Use customer feedback as training...

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  • 6 Tips for Optimizing the Live Chat Experience

    While the omnichannel approach makes it easier than ever to engage customers, few channels match the potential of live chat for delivering both great service and increased sales. As a convenient and personalized channel that offers support when customers need it most, live chat is ideal for offering timely and detailed solutions and assisting customers who might otherwise abandon a...

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  • 5 Tips for Improving Customer Retention

    Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. Customer retention therefore demands that companies understand the importance of making customers feel...

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  • 6 Millennial Customer Expectations Every Brand Should Meet

    Millennials are well known for their digital and often nomadic lifestyle, as well as their willingness to spend serious money on the brands they love. Indeed, a recent Nielsen report cites that this generation spends more than $65 billion per year and influences more than $1 trillion in total consumer spending. Furthermore, when it comes to customer experience, their...

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