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Let’s face it, there are some customers that perhaps never come for a repeat purchase. You know the ones who have spent half an hour yelling at you about hold times or prices or whatever else that makes them irritated. It is always good to wave goodbye, but you can’t afford to lose any customers. Nowadays it is extremely difficult to ignore those customers because they aren’t just always right, but they also armed with... Read more>>
In today’s dynamic business landscape, uber-fast mobile technology, breakneck social media have made the customer king. It’s no longer enough for a company to have quality products and services to win a customer’s heart. To truly stand ahead of the competition and carve a niche in the evolving marketplace, companies need to provide quality customer services relentlessly. In this modern era, call centres are experien... Read more>>
Patterns of customer behaviours have changed dramatically over the past decade. For call centre companies operating today, becoming more customer-centric is not just a feel-good mantra, it’s a preliminary business requirement. Organisations are expected to surpass customers’ expectations at every interaction to bolster customer experience. For this, they are hiring more qualified & skilled agents, providing them with intensi... Read more>>
Artificial intelligence, cloud-driven platforms, augmented reality and other technology advancements have revolutionised the way call centres function, drive intelligence and add values to improve the customer experience. Very soon, most of the customer service will be automated and end-users will actually love it that way. Considering these facts, it is no doubt that the call centre industry will undergo a paradigm shift in the coming ... Read more>>
With advancements in the field of technology, the call centre industry began to understand and adopt newer technologies that help in delivering more value to business. Call centres no more solely rely on phones to take orders and assist customer queries. Customers prefer to call/contact service providers through multiple channels including email, voice or web chat, social media networking, etc. Researchers have shown that businesses fol... Read more>>
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