• 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 experience the very dreaded result of...

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  • 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 priority for businesses, with Forrester Research reporting...

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  • Top 3 Best Practices for Effective Call Quality Monitoring

    Contact center agents bear the great responsibility of managing customer service issues on a steady basis. One of the best ways for contact center managers to ensure that agents are providing the best service possible is to monitor the quality of their interactions with customers, yet some contact centers do not take a thorough approach for determining best practices....

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  • All customers are looking for today, is an omni-channel brand

    Running a successful multichannel contact center depends on many factors, but treating customers the same way across all channels is key to doing it right. In the modern-day contact center, customer service representatives are accustomed to engaging in a multichannel strategy rather than handling customers solely by phone. With the prevalence of social media networks and technologies such as...

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  • The Rising Trend of Mobile Marketing

    Consumers nowadays are showing an increasing predilection for researching products and making purchases on mobile devices rather than desktops. A recent Forrester report revealed that mobile commerce surpassed desktops in retail traffic last year, while Prosper Mobile Insights indicates that 81% of smartphone users have done product research from their phones with 50% eventually making a purchase through the...

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  • The Benefits of WebRTC for the Contact Center

    In the modern contact center, agents communicate with customers over many more channels as they did in the past. No longer is it necessary to handle customer service concerns only by phone as many contact centers today embrace the omnichannel experience to connect via SMS, chat, social media, email, and video as well. For this reason, it’s more important...

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  • Best Practices for Social Media Customer Service

    In today’s age of social media, brands have more visibility than ever as companies may engage customers on numerous social networking sites. Social media provides excellent opportunities for marketing, building brand recognition, and boosting sales as consumers increasingly refer to these sites, and not just company websites, when seeking information or making purchases. However, what companies shouldn’t ignore is...

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  • The Rising Trend of Mobile Customer Engagement

    The steady rise of smartphone use marks a clear shift in the way people communicate these days—and how customers engage with businesses. Just this past week, Apple shattered its own records and posted the biggest profit in corporate history by selling 74 million iPhones in a single quarter.  According to Smart Insights’ recent study of mobile marketing statistics reflecting...

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  • Top 7 Considerations for Customer Engagement in 2015

    With the arrival of the new year, it’s time to consider what the new trends will be for customer engagement in 2015.

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