In a recent article, Nancy Seby discusses how contact centers use cloud software to reduce costs and also as a backup for disaster recovery. Seby discusses the following times when using cloud software can help contact centers with data recovery: (more…)
In a recent article, David Greenberg discusses how call centers are constantly trying to stay up-to-date with their technology and their service in order to satisfy modern customers. He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for:
1) Build meaningful collaboration into the way agents work and solve problems.
2) Mine a workforce with a propensity for high job satisfaction.
3) Get the advantages of highly skilled workers who also understand the culture of their audience.
4) Embrace a customer centric-culture.
5) Prepare to manage cost in context with call flow and flexibility.
To read the explanations behind these five trends, please click here.
In a recent article, Lynn Hunsaker discusses that the best companies for providing customer experience seem to have customer-centric thinking in their DNA from the time they start. If companies want to have customer centricity in their DNA, they need to put the customer as the deciding factor in every decision and strategy made at the company. Basically, before implementing any decision, people should think, “How will this affect the customer? Will it make their experience better?” If the decision will not make the customer experience better, then it’s not a customer-centric decision. Hunsaker goes into detail on the following four prerequisites for having customer-centric DNA in a company:
In a recent article, Tom Tseki discusses how Artificial Intelligence (AI) can be utilized to improve customer service in the form of chatbots. The article states that within the next year, over 50% of companies will utilize AI technology to improve their customer service productivity. Thought chatbots can be highly effective in improving contact center operations, Tseki points out that a lot can go wrong if they don’t properly prepare prior to launching chatbot technology. The article elaborates on the following three best practices contact centers should use before implementing chatbots: (more…)
Outsourcing is only available for people if they’re willing to use call centers in other countries, right? Wrong! While many companies outsource their call center services to nearshore and offshore markets, outsourcing to call centers within the United States offers its own unique benefits. For companies looking to expand their outreach capabilities, outsourcing to call centers in the United States can give you the ability to enhance your scalability while retaining the ability to provide high-quality customer service. If you are interested in outsourcing with a United States call center, there are a multitude of benefits of using domestic companies versus sending the services overseas. The following are three of the many advantages of outsourcing with US call centers. (more…)
When we say, “energy companies,” we mean the collective of industries involved in the production and sale of petroleum, gas, electrical power, coal, nuclear power and renewable energy (solar, hydro, geothermal, wind, etc.). If your company falls into any of those categories, an outsource call center can be a great addition to your team. Here are five ways that outsource call centers can help your energy company’s operations. (more…)