• How Strong is Your Customer Loyalty Program?

    How well do you know your customer-base? Consider if you know their true behaviors and instincts. How about what makes them tick or what drives them to stick around? While many think that price is the main cause for customer churn, the actual culprit is overall poor customer service – something that the right call center software can help...

    Read more
    Read more
  • How Well Do You Know Your Own Customers?

    If customers need to be your top priority, then why are business executives finding that what they thought about their customers realistically differs from what they want and need? The question of how best to know your customers is undoubtedly a tough one, but it’s still a question that has to be drilled in so that customer satisfaction, retention...

    Read more
    Read more
  • Most Brands See Social Media Potential, but Still Don’t Use It

    Research continues to point to the potential for social media to accelerate business operations, and yet the numbers continue to roll out showing that businesses are not using social media as part of their communications efforts. A recent survey commissioned by PricewaterhouseCoopers shows that companies are increasingly “starting to think about” how to improve communications with social media. Yet,...

    Read more
    Read more
  • 90 Percent of Upset Customers Can Be Retained: Here’s How

    As a call center manager, you’ve probably endured the recurring nightmare of not only losing customers, but being shaken by the fear that they will not return. After all, 89 percent of customers will begin doing business with your competition if they have a poor customer experience. Now, before you freak out, understand that 90 percent of upset customers...

    Read more
    Read more
  • Stellar Customer Service Needs to Include Mobile Customers

    Today, call center managers can’t help but notice how customers are becoming increasingly self-sufficient. In fact, they are 50 percent more so this year than last, thanks to mobile devices and apps that empower customers to manage accounts and make anytime, anywhere decisions. However, that need to immediately handle business on-the-go is stirring demand for service excellence, particularly among...

    Read more
    Read more
  • The Virtual Call Center and Social Media

    It’s no secret that most people walk around with a smartphone, or they at least own technology that enables easy Internet connectivity at practically any given time. With both mobile and social media use currently exploding, it’s more than clear that these two communication vices are somehow linked. Business Insider Intelligence has certainly found this to be the case,...

    Read more
    Read more
  • The Importance of Doing Customer Satisfaction Surveys the Right Way

    Customer surveys can be a great tool to gain valuable insight into your customers needs. When done correctly, they can become a critical part of your call center’s success; however, there’s a right way and a wrong way to create a customer satisfaction survey. In order to do so, there are certain tried and true tips you must follow....

    Read more
    Read more
  • Consumer Tablet Usage Signals Need for Multi-Device Customer Service

    Today, it’s not uncommon for people to own multiple devices. In fact, the average U.S. subscriber owns 1.57 mobile devices. That being said, it’s paramount that today’s call center solutions can support customers’ devices of choice – especially tablets, as recent data shows that the percentage of tablets shipped will continue to skyrocket. According to research firm Forrester, 60...

    Read more
    Read more
  • Do You Realize the Power of Web and Mobile Speed?

    It’s the classic need for speed. People are calling today’s youth the “Google Generation,” representative of their constant need for high-speed browsing and instant gratification when it comes to online customer service. It’s unbelievable to now thing that American customers refuse to wait in line for longer than 15 minutes. As such, they have taken to the computer screen...

    Read more
    Read more