In a world of ever-changing technology, marketing strategies must continue to evolve in response. An essential field of marketing nowadays is based on location. As the mobile industry, particularly smart phone app technology, improves and expands, having correct location information
Customer Experience Connection to Customer Value
Great customer experience can increase the value of a customer relationship. The importance of customer experience is simple: you will maintain customer loyalty if customer experience with your company is good. Customer experience nowadays Customer experience today is difficult
Customer Satisfaction: Divide and Conquer
As your company grows and expands, it’s hard to balance cost effective business strategies while maintaining outstanding customer satisfaction. As Bain & Company explains, many businesses temporarily sacrifice customer service in order to reduce costs, and later boost customer service
Positive Leaders Encourage Workplace Positivity
“The key to successful leadership today is influence, not authority.” – Ken Blanchard Sometimes, leaders in the workplace think that portraying overpowering authority will help get tasks accomplished faster and more efficiently. In reality, leaders actually improve workplace morale and
DTMF vs Live Call Center Agents
What is DTMF? DTMF stands for Dual Tone Multi Frequency. It is more commonly known as Touch-Tone, previously AT&T’s registered trademark of DTMF. It is the system activated when you dial the numbers on the keypad of your phone. The
Call Center Outsourcing Myth: Call Quality is Better In-House
It’s no secret that many large companies are inclined to believe that their own employees are the best option as call center agents. Who better to satisfy the customers’ needs than the people who know the company best? Although this
When Customer Service Goes Viral
In 2008, Dave Carroll and his band were flying United Airlines to Nebraska. While sitting on the tarmac awaiting take off, Dave noticed he had a perfect view of workers loading luggage onto the plane. While the band watched in
Maintaining Good Customer Service
The importance of maintaining good customer service for your business can’t be overstated. Not only do you call center agents provide the first impression and the face of your company, they are also in charge of resolving your customers’ disputes,
5 Quality Assurance Tips & Tricks
Exceptional quality assurance (QA) is the key to any successful call center. It ensures that your customer receive a consistently great experience, that your business is positively and enthusiastically represented, and can be used to help fine-tune procedures for the
Get it Right the First Time: Striving for First Call Resolution
Call centers and answering services strive to keep costs down and improve customer satisfaction. One of the best ways to do this is through first call resolution. Essentially, this means that calls are managed correctly the first time customers call,