Given the tough nature of today’s business environment, customer retention strategies are on everyone’s mind. There is a glamour and excitement about working to attract new customers, but it makes more sense to put most of your efforts towards keeping the ones you already have.
What is The Age of the Customer? According to Forrester Research, this term describes the latest in a series of changes in how we do business. The Age of Manufacturing (1900 to 1960) supported companies such as Boeing and Ford. The Information Age (1990 to 2010) advantaged those who controlled the flow of information, such…
Are you looking for quality assurance for Zendesk? We all know the importance of good, consistent customer service. In a study by Microsoft, 90% of respondents indicated that customer service is important to their brand choice and loyalty.
In a noisy and competitive market, organizations must make their customer service a top priority. Because your contact center is so crucial to a great customer experience, smart businesses keep their eye on contact center metrics that matter. As the saying goes, “what gets measured, gets managed.”
We’re living in what’s been dubbed “The Age of the Customer.” Customer service blogs can be a valuable resource to keep you informed on all the latest advances in technology and customer experience. They can tell you about the latest research in customer expectations and help you train your staff.
Customer service is such an essential part of an organization, sometimes we go on autopilot and take it for granted. Customer service is one of those areas that constantly needs to be on its tiptoes in order to stay ahead of the competition and keep customers happy.
The first step to providing excellent customer service and CX is to hire the right people for the job. As the team leader, this is a critical part of your position. Interview processes sometimes feel more like a formality. But by asking the right questions, you can pull out more valuable information about the candidates,…
Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…
What is quality management, and why is it essential for your contact center? Quality management (QM) is one of the most important strategies to improve your customer experience. More than simply gathering data, it’s about the broader vision. Improving your customer experience begins with understanding what you’re measuring and how that data relates to your…
Moving from a small business or “startup” mindset and stepping out into the possibility of rapid growth is a daunting experience for many small business owners. One day you’re successfully peddling your goods and services, adding clientele at a nice clip, and the next day you feel you’re losing control over the quality and consistency you…
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT