This One Simple Tip Helps Keep Customers Coming Back For More

  Customer retention is cited as a major pain point for many businesses. Nonetheless, it’s an important aspect to running a successful business and gaining optimal contact center services ROI. After all, numerous studies have shown that it’s more expensive to acquire a new customer than it is to maintain an existing one. In addition, … Continued

Three Customer Care Practices That Drive Consumers Crazy

The contact center is one of the most important arms of a business. After all, contact centers are responsible for managing customer care and maintaining consumer retention. But, identifying what makes a customer tick, however, isn’t always easy for contact center employees. After all, no two customers are the same. To help businesses understand what … Continued

Making the Case for Human Interaction In An Increasingly Robotic World

The phrase, “there is a time and place for everything” couldn’t ring truer when discussing the dilemma modern contact center leaders face when striking an appropriate balance among digital, automated and phone-based customer care support options. For instance, when consumers are pressed for time, access to digital support might prove most convenient. As well, automated … Continued