With just one repeat customer generating as much revenue as six new customers, delivering quality customer experiences that breed loyalty is essential for companies to stay profitable in today’s competitive market. As a primary touchpoint with your brand, the contact center is an important bridge. This bridge builds the type of customer bonds that encourage
High-performing call centers understand that being innovative and employing industry best practices are the best ways to create efficient, productive, happy workplaces. BPO providers who aim to deliver value-added services and develop long-term partnerships must integrate these four call center best practices into their organizational philosophy and processes: Empower the Customer Service Representative The Contact
Since first call resolution (FCR) helps companies measure customer satisfaction, it is an essential element in nurturing lifelong relationships with buyers. Customers understand that mistakes happen, so they are able to forgive when a problem is fixed swiftly and adequately. In fact, companies have a unique opportunity to gain a deeper buy-in from customers during
Customer experience should guide all that a contact center does Customer experience (CX) is more than a slogan or hot buzzword for customer service excellence. Instead, it’s a mindset, guiding everything a contact center does. What is customer experience (CX)? Customer experience is the cumulative result of all interactions between a customer and a company.
*This is the second in a series about Ansafone’s core values – for more information on our core values, click here* Agents who work in a positive environment that has a family spirit provide the best customer service A contact center is only as good as its agents, and agents seldom exceed their work environment.
*This is the first in a series of blog posts features the core values of Ansafone* A customer advocate puts the needs of contacts first and seeks to do their best for your business What is a customer advocate? A customer advocate is someone who seeks a customer’s best interest. They may speak, plead, or
As every business owner and manager knows, great customer service doesn’t just happen, it’s nurtured and cultivated, examined and refined. But you can’t deliver great customer service without a culture that supports it. Simply put, if you don’t make customer service a priority, employees won’t be inspired and motivated to work to improve it. The
Contact center agents need training, but some companies provide more instruction than others Before they begin working and handling real calls from clients, all contact center agents require training. However, not all training is the same. In a rush to get agents on the schedule, some contact centers skimp on training. The results are less-than-ideal
One important service that all insurance companies must provide, is an effective way of placing a claim in case of a loss or an accident. Although many insurance companies excel at managing their risk and ensuring that they can offer the best rates to their customers, they fail to create a systematic method for receiving