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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

Ryan Campbell June 1, 2018 customer service Read more

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

Ann Pung May 25, 2018 answering service, customer service Read more

When Customer Service Goes Viral

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

Ann Pung December 21, 2015 customer service Read more

Get it Right the First Time: Striving for First Call Resolution

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,

Ann Pung November 26, 2015 call center, customer service No Comments Read more

“Please Hold.” How to Handle Long Hold Times

“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

Ann Pung November 20, 2015 answering service, customer service Read more

5 Ways to Recover After a Difficult Call

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

Ann Pung November 15, 2015 call center, customer service Read more

Why is Customer Experience So Important?

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

Ann Pung October 23, 2015 business, customer service No Comments Read more

The Importance of a First Impression

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

Ann Pung October 12, 2015 call center, customer service Read more

Keep It Local: Benefits of a Domestic Call Center

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

Ann Pung October 6, 2015 call center, customer service Read more

“YT?” Pros and Cons of Live Chat

“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.

Ann Pung September 27, 2015 business, customer service No Comments Read more
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