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The Business Process Outsourcing (BPO) industry worldwide has come a long way in the pandemic era. The initial impact took it by surprise, but providers have now accepted the new normal. The global landscape saw a massive decline in managed services when the blow came, and things looked bleak for BPOs. Yet, COVID-19 gradually emerged […]
Customer satisfaction is—or at least should be—the ultimate goal of every business. Certainly, it is one of the keys to success and, therefore, it makes business sense to focus on improving it. Imagine a scenario where a customer calls your call centre to resolve an issue. Often they have to navigate a robotic IVR system […]
In this digital era, customers are overloaded with content on different products and services. Amid this, internal and external links further dissuade them from finishing their searches. In short, the majority of the customers won’t buy from you instantly. Many say that ‘the first impression is the last impression’—but, not when you’re in sales. Salespeople […]
What is speech to text? Speech to text recognition is a simple software that transcribes audio files into text. It refers to the ability of software to identify a set of words of the spoken language and format them for readability. In simpler terms, speech to text software hears audio and uses linguistic algorithms to […]
Modern-day customers are an impatient lot. They expect instant gratification and if your agents aren’t available when they call, you can expect your customers to forget your brand regardless of the quality of your products and services. Keeping them on hold or making them wait until you find an effective resolution is even worse. According […]
The State of Global Customer Service Report by Microsoft has some interesting statistics on customer experience: 58% of consumers consider customer service as a leading factor affecting the choice of a brand. 61% of consumers stopped transacting with a brand after an unsatisfactory service experience. 59% of consumers expect better customer support than they did a […]
“There is only one boss. The customer.” – Sam Walton, American businessman Needless to say, happy customers are the mainstay of success for all types of businesses. All one needs to do is understand their expectations and be proactive. Listen closely to look for opportunities and pay attention to everything a customer says. Thankfully, gathering […]
“You’ll never have a product or price advantage again. They can be too easily duplicated. But a strong customer service culture cannot be copied.” – Jerry Fritz, speaker and trainer According to Microsoft’s State of Global Customer Service statistics, 58% of customers believe that customer service affects their choice of a brand. Meanwhile, 61% of customers do not […]
“The first step in exceeding your customer’s expectations is to know those expectations.” –Roy H. Williams, Author and founder of the Wizard Academy Institute. As per a Walker study, customer experience will overtake product and price as the key differentiator at the end of 2020. Businesses, even after understanding the value of customer expectations, often fail to […]
“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Frederick Reichheld, American author, speaker, and business strategist. When it comes to excelling in customer support, your contact centre agents play a pivotal role. They are all the more instrumental in […]