Category: Customer Experience

Whether you’re a pharmaceutical company, a major telecommunications firm, or a start-up seeking to disrupt existing markets, the competition in today’s markets is cut-throat. Everyone, from established players to the new kids on the block, is forced to find new ways of cutting costs and making their operations even more efficient. The slightest difference in… Continue reading Top Reasons to Outsource Your Back-Office Operations

A recent interview with one of the CXOs gave more insight into the multilingual, cross-channel problems companies currently have and how they can use analytics to provide customers with a seamless experience.   Customers today interact with brands through various channels (mobile applications, social media, websites, chatbots, email, call centers, etc.) and want an improbable… Continue reading The Leading CXO Pick For Enhancing Customer Experience Explained

The fact that customer experience is the key to success is not a new revelation. With the marketplace competition growing fast, delivering exceptional customer service that surpasses all customer expectations is an easy option for business survival and success. Sometimes, even subsistence in this cut-throat competition can seem challenging. But, this can be made easier… Continue reading Top 8 KPIs That Can Help Improve Your Customer Experience

In the past, long wait times, high call volumes, and high turnover contributed to the idea that call centers must be unpleasant experiences, for both customers and employees. And that unfortunate stigma has been cemented into popular culture—ask almost anyone about a call center and you’ll likely encounter a negative reaction. Download our free guide… Continue reading 4 Things you didn’t know about Call Center Services today

In 2023, the global business process outsourcing industry market size was worth $350.2 Billion. Businesses are diligently looking for outsourcing partners because it spares them with enough time to focus on important tasks. When sub-processes are outsourced, executives are left with enough time and resources to focus on core business processes. Organizations also outsource processes… Continue reading Business Process Outsourcing for Organizations – Functions That Can Benefit

Joey has been working as a contact center executive for over a year now. A keen learner with a quest for details, Joey has been successfully meeting his daily targets for evaluation metrics. On the contrary, Chris, his colleague and a very close friend, has been lacking in his performance for over six months now.… Continue reading Contact Center Agents Performance: This Is How You Can Help Them Improve

Eliza is the owner of a newly established start-up that has been doing well in the market so far. The start-up has been able to attain approximately 40 per cent growth in revenue per annum. But, with the changing market trends, the profit percentage has gone really down. Moreover, there has also been a remarkable… Continue reading 10 Reasons That Explain Why Investing in Contact Center is Good for Start-Ups

A consumer-facing business often faces a dilemma about whether to improve on customer experience management or cope with its own rising expectations. The glut of choice coaxes enterprises into self-indulgent, ultimately missing the point. While contemporaries continue to garner the benefits of listening to customers’ hidden feedback through key customer experience metrics, you fail to… Continue reading 5 Key Customer Experience Metrics that Can Help You Double the Revenue

You always attempt to deliver the best-in-class services to attain maximum customer satisfaction and loyalty towards your brand. But there are times when, even after putting in your best efforts, you find it difficult to attain your goal. Do you know why? This is probably because you have spent most of your time on your products’ promotion… Continue reading The Secret Weapon in Your CX Assessment Arsenal

A contact center’s efficiency is determined on the basis of a number of factors, such as agents’ performance, productivity, and how well they are able to meet the varying demands of the customers. One of the most important metrics that play a significant role when determining a contact center’s efficiency is the length of time… Continue reading Tips to Improve Your Contact Center’s FCR Score