How to identify the top customer service issues in your call center

To deliver great customer service, you must know your customers well enough that you can anticipate their needs. You have to be present at the right moments so that you can walk customers through their most pressing concerns. Being attentive to their complaints is the first step you need to take to exceed their expectations.

What’s preventing your call center from being customer-centric?

Becoming a customer-centric company is probably every manager’s dream. In a marketplace where every firm is competing for customers’ attention and loyalty, business leaders know that they can’t afford to lose customers. Great products and services are not the only requirements to make it to the top. More importantly, the way businesses create connections with customers will impact its longevity and success.

Is it time to redesign your call center?

In recent years, there have been drastic changes in office design trends. Companies have started to bring so much personality into their spaces. By doing so, they cultivate employees’ creativity, allowing them to relax and express their individuality.

What’s getting in the way of your market research?

Almost every brand out there has sophisticated means of gathering customer insights. But this alone isn’t enough. What makes a successful market research is an organization’s ability to understand data and apply what they learned to day-to-day operations. But as the data that companies handle become even more complex, getting to know customers is also becoming more challenging.

3 Reasons why real-time analytics matters

You’ve probably heard the term “real-time analytics” before. It’s an all-encompassing concept being used across different industries and is especially popular among business process outsourcing (BPO) companies. Broadly speaking, it refers to an organization’s ability to use available data and resources when they’re needed. In call centers, however, this term simply means monitoring customer transactions as they happen in real time.

Factors that truly matter in web design

Businesses today invest in digital marketing to be competitive online, establishing and strengthening their web presence by developing a website. With this, companies would be able to spread brand awareness on the social web, making it easier for them to engage with both existing and potential new customers.