How to Deliver Moments of Magnificence to Your Customers
Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..
What’s Your NPS? A Quick Guide to the Net Promoter Score
Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide..
LEGO Customer Service Rep Gives Awesome Response to Distraught 7-Year Old
We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luka loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to … Read more
Outsource Consultants Hires New Vice President of Global Sales
Outsource Consultants, a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to … Read more
8 Simple Ideas to Improve Customer Satisfaction
As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple..
How Brands Can Build Customer Trust of Chatbots: Make Them Smarter
When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..
Field Service Future Trends Report Identifies Methods for Growing Revenue with Service Operations
New study examines increasing business value from evolving customer touchpoints. Field Services USA have released their findings from its new report titled “Benchmarking Performance Marketing Adoption within Financial Services Strategies”. As of 2016, field services companies of all sizes are prepared to adopt cutting-edge technologies that increase efficiency, drive product development, and reduce costs associated … Read more
15 Ways to Conduct Successful Customer Focus Groups
With prior planning focus groups can provide valuable information for your business. Here are 15 important points to help you make your next customer focus group a success..
How to Be a Great Customer Service Representative
If you want to become a great CSR, you’ll have to focus on a few essentials. Here are some of the most important skills you need to succeed..
Say Hello to Eva—HDFC Bank’s New Customer Service Chatbot
Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on … Read more
Why Blaming Your Frontline Will Never Lead to Service Quality
Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools—fixing the processes that cause the problems..
3 Words You Never Want Your Customers to Say
In the world of customers service, there are three little words you never want your customers to say. Dr. Dennis Rosen reveals what they are and how you can avoid them..
Proven Strategies That Build Customer Loyalty
Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers..
Why CRM is Essential for Effective Contact Centre Engagement
By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains..
Award Winning Co-Op Team Keep on Buzzing!
For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed..
FM Outsource Launch Cost Reduction Calculator
FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer … Read more
5 Customer Experience Mistakes to Avoid
These are 5 common customer experience mistakes and how to steer clear of them..
Top CRM Predictions for 2017
The coming year will see a demand for CRM solutions to enable deep personalisation across four key levels..
Give the Gift of Presence: How to Improve Trust with Your Customers
Trust is an absolutely essential part of customer service, as well as business in general. Here are some ways to create trust by choosing to be fully present when communicating with customers..