Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.   … Continued


Are You Chasing the Wrong Metrics?

You’re going on a trip to a new place three hours away, so you plug the address into your GPS and hit the road. Unwittingly, you type the right address, but in the wrong town. But without any proper context for your surroundings, you only learn of your mistake after you arrive at the wrong … Continued


Marketing and Sales, They Go Hand in Hand

It is certainly logical to expand your contact center capabilities to light a fire during a new sales campaign. It also makes sense, in the customer-centric world we live in, to be prepared with extra support for customer service agents tasked with putting fires out. But in the hustle to provide additional support for a … Continued


What Is a Data-Driven Marketing Strategy?

Mixpanel CEO Suhail Doshi was once quoted as saying “Most of the world will make decisions by either guessing or using their gut. They will either be lucky or wrong.” We can apply this quote to the customer service space where many companies are still using outdated and ineffective strategies that aren’t backed by supportive … Continued


How to Win Back Customers

We often speak about the “customer journey” or the overall experience that a customer has with an organization. The customer journey starts when a customer first interacts with a brand, and continues each subsequent time. Here’s the thing about the customer journey, though: As much as we want it to be a predictable process, the … Continued


The Top Financial Returns You Can Expect When Outsourcing Your Contact center

The phrase “digital transformation” continues to be one of the hottest buzzwords in business right now, as organizations across all vertical markets are actively looking for ways to improve efficiencies, slash operating costs and drive stronger profits. Digital transformation is a phrase that you commonly hear in the data center, but it’s now being applied … Continued


Why You Should Be Selective About the Agents You Are Hiring

Art critic John Ruskin once stated that “quality is never an accident, it is always the result of an intelligent effort.” The same thing can be said about contact centers. High quality customer service is never an accident, either. It takes a great deal of research, planning, communication and hard work to achieve success. Hiring, … Continued


What Can Happen When Customer Service Goes Right

Earlier this year, a 16-year old named Carter Wilkerson became an overnight online sensation when he publicly challenged the customer service department at fast food giant Wendy’s on Twitter — and won, in a big way. It all started when Wilkerson took to Twitter and asked Wendy’s how many retweets he would need to receive … Continued


What Happens After You Outsource Content?

Outsourcing a major part of your business like your contact center is a big undertaking. You will experience a big shift in the way your company operates, and possibly in your day to day schedule. So it’s important to have a roadmap planned to guide you through the process and make sure everything goes according … Continued


Social Media Platforms Pave the Way for Improved Digital Customer Care

Have you heard the story about the passenger on JetBlue whose seat-back TV screen wasn’t working? Clearly disappointed (though not angry), he tweeted the view of a static screen and said it was his first complaint about his favorite airline. In minutes, JetBlue had tweeted back: “Oh no! That’s not what we like to hear!” … Continued