Customer Care
The Importance of SaaS Customer Support in a Post-COVID World
“Among the company functions that are hardest-hit by the Covid-19 pandemic is customer service. Issues related to the pandemic dramatically increased the level of customer emotion and anxiety in service…
Customer Care
5 Reasons Cloud-Based Contact Centers are Gaining the Competitive Advantage
Increasingly, many modern-day contact centers are now cloud-based contact centers. With many of their core technologies now in the cloud, such contact centers have plenty of advantages over non-cloud contact…
Customer Care
Why Listening to Customers is the Key to Your Organization’s Success
Here’s how not to handle customer complaints: In 2018, a customer ordered three cartons of toilet paper from the world’s biggest e-retailer Amazon. Instead of charging the customer $90 for…
Customer Care
How Does First Call Resolution Enhance Your Brand Image
The fundamental aim of establishing a contact center is to provide seamless resolutions to the customers. And to achieve this, it is essential to ensure that the callers get the…
Customer Care
What Are The Three Mistakes That Can Be Powerful Learning Opportunities
“A mistake is only a mistake if you don’t learn from it. Otherwise it is a lesson.” –Unknown Individuals make mistakes – and so do businesses. Even large, so-called professionally-run…
Customer Care
Are Your Employees Really Your Most Important Asset?
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” –Richard Branson Does your organization believe in this…
Customer Care
Royal Treatment for New Customers vs Rewards for Existing Customers
Customers are the lifeline of your business. So naturally, you make every effort to acquire more customers. While there’s nothing wrong with this approach – indeed, new customers are essential…
Customer Care
Is Your Organization Empathetic to Customers?
Is Your Organization Empathetic to Customers? Every successful call center knows that great customer experiences can garner customer loyalty, improve retention, and result in sustainable business growth. Now, “customer empathy”…