We live in the age of instant gratification and ever-shortening attention spans – the “culture of impatience”. When so many customers – 58% according to a Microsoft survey – are more than willing to sever a relationship with a business due to poor customer service, can your organization afford to be one of them? To […]

Is your customer experience scary or are you scared by customer’s reactions? Bad customer service is like a horror story. This Halloween, its time to catch the vampire, ghost or witch and more of the business and kick them out with easy solutions giving way to a happy Christmas. Calling from hell  Scary nights of […]

It is impossible to delight every customer on earth, but it is necessary to identify what went wrong. Building a reputation, satisfying customers, and creating a huge customer base is not a day’s thing. It takes years to work hard. But a single negative comment or a frustrated customer has the power to wash all […]

The COVID-19 pandemic has unleashed a new normal for call centers everywhere. As the crisis continues to disrupt the global workforce, the hitherto predictable nature of remote interactions has undergone a massive transformation. More and more contact centers are now adopting the ‘work from home’ model to continue to provide support to their customers. But […]

In modern customer-centric organizations, a contact center plays a critical role. Whether it’s single-channel, multi-channel, or omnichannel, a contact center enables the firm to take care of its customers, resolve their queries, and keep them happy and engaged for the long term. But it’s equally important to take care of the people who take care […]

The COVID-19 pandemic has undoubtedly changed our world. To protect their people and maintain business continuity, many organizations including call centers have adopted remote work models. As the crisis continues and remote work remains the norm, call center leadership must prepare for increasing workloads that will raise agents’ stress and increase their burnout risk. To […]

In the modern ‘digital-first’ consumer landscape, customers demand excellent experiences every time they interact with a brand. So today, as most businesses compete on customer experience (CX) rather than on product/service quality, it’s the organizations that take CX seriously that stand out from the crowd and win loyal customers. And to do so, an old-school […]

Customer is everything for your business and what get customer to you is the experience you deliver. Here are some stats to show how important it is to have excellent customer service 93% of customer prefer to repeat business with companies having excellent customer service 73% of customers stay loyal to brands with friendly customer […]

Active customer engagement and seamless operations are what can make a business successful and outstand its competitor. For this, you need to equip your sales team with an integrated and smart telephony system because even the superheroes needed their tools to beat the beast. So, what’s the power here? In addition to data, your sales […]

Agent: “Welcome to ABC company, how may I help you today?” Customer: “Can you share the status of my query? It’s been a week and I don’t see anything coming to me.” Agent: “Sure, sir. Can you please tell me your name, phone number, and date of birth to serve you better.” Customer: “What a […]