"Would you recommend this brand to anyone? " It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of the NPS Score.
Many factors come into play in the success or failure of an outbound call, starting with good planning and preparation. Your telemarketing strategy must be thought out well in advance, re-evaluated, and modified over time. To do so, you will need to rely on Key Performance Indicators or KPIs.
The terms contact center and call center are often used interchangeably. However, they are two separate entities and each manages different communication channels. Let's explore each of these points of divergence.
For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough. Consumer behavior has dramatically changed. People interact with brands via the social media channels like never before. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.
As early as 2020, customer experience is predicted to overtake both product and price as the key brand differentiator. What you need to do to improve call center customer service is having the right tools, caring for your customers and empowering your agents.
A job in sales is fun, engaging, and dynamic. But nobody said it is easy. This is why we wanted to share some tips and tricks to offer the best answer possible so you can get your salespeople on top of their game in no time. Get better at sales calls now!
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!
We asked Shep Hyken, customer support and experience expert, how he’d go about building a customer service department from the ground up and his answers left us both inspired and a bit surprised. Let’s explore what he said together.
