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
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
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,
“Please Hold.” How to Handle Long Hold Times
It is something everyone has gone through. It is an experience that can cause feelings of frustration and anger for you as the customer. It can also make you feel as though your time is being wasted and that the
5 Ways to Recover After a Difficult Call
Working in a call center isn’t always easy. Customers often call when they are upset or dissatisfied, and agents sometimes listen to one complaint after another. Call center agents are tasked with quickly resolving the issues or irate customers, which
Why is Customer Experience So Important?
According to the 2014 Call Center Executive Priorities Report, 68% of businesses plan to increase their customer management spending to better their overall customer experience. But why is customer experience so important? Though there are many reasons why you should
The Importance of a First Impression
(And Why The Phone is a Great Place to Make It!) There is an old saying that goes, “You never get a second chance to make a first impression.” Nowhere is this truer than in business. Your customers’ first interaction
Keep It Local: Benefits of a Domestic Call Center
Outsourcing call centers can be a tempting option for businesses looking to lower costs, but often the initial savings don’t pay off in the long run. Local call centers provide invaluable benefits that outsourced call center can’t — and they
“YT?” Pros and Cons of Live Chat
“Thank you for calling (insert company name here); the next available employee will be with you shortly, please hold.” We’ve all heard horror stories about being put on hold by customer service hotlines—complete with monotone automated messages and irritating music.