Browsing category
Let’s say, you are in a long meeting and don’t want to be disturbed. But you’re also expecting an important call from a client that you just can’t afford to miss. What do you do? Simple—you redirect the incoming call to an alternate number that belongs to a colleague or a supervisor and let them […]
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 […]
“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 […]
Customer Experience (CX) is a highly competitive and rapidly evolving market. If businesses do not keep up with the latest developments in consumer service technology, they risk losing a chunk of their clientele to competitors. With the rise of technology in the last couple of years, contact centres have also revamped and upgraded their systems. […]
A Little About Outbound Calls Despite increasing marketing efforts towards non-intrusive outreach, outbound calling still remains vital for businesses worldwide. According to a study by Brevet, 92% of sales conversions happen over the phone. It’s true—outbound calling has long been a staple tactic for successful organisations. Such calls, also known as ‘cold calls’, are typically […]
When a consumer connects to your organisation, their first point of contact is your customer service representatives. Your agents play an important role in the development and maintenance of customer loyalty. Needless to say, this calls for constant agent assessment and training to ensure that your clients experience the very best. Consistent improvement in your […]
The COVID situation has brought an unprecedented crisis for global businesses as they have suddenly been forced to move on the remote operating model. The biggest challenge is perhaps for the customer-facing operations because this is where a business cannot go slack. Remote or not, you have to make sure that your customers get the […]
As the famous saying goes, Conversations lead to Conversions This saying holds true for all the businesses aiming to attract and convert leads. In fact, as per a survey, there is a strong connection between the number of conversations that agents have each day to their performance. An average sales rep has around six conversations […]