By Todd Marthaler, Contact Center Analytics Consultant, Calabrio
Your customers have more power than ever. With smartphone in hand, consumers expect anytime, anywhere access to your business. Whether they’re reaching out via a mobile app, your website, the phone or in person, your customers want a consistent, effortless experience every time. And if they don’t get this, consumers are more willing – and more able – than ever to switch.
Traditionally, customer service departments have been slower to adopt change than other areas of business – but today’s empowered consumers have higher expectations and businesses need to adopt new technologies and solutions that are readily accessible in order to satisfy modern consumers. It’s critical that brands regularly seek innovation and embrace new ideas in order to be cutting edge in the ways they offer service. Continue reading →
When I started my career back in 1988, contact centers were very different. Dialers were a box nailed under our desks, scripts were pages stapled in a folder and we didn’t have computers. But one thing has remained the same, the customer has always been the top priority. With Valentine’s Day celebrated this month I wanted to share five ways to show customers love this Valentine’s Day and all year long. Continue reading →
When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm. Did you feel like the call center agent truly understood your current situation? Were your expectations exceeded by how much the agent was aware of your past interactions or appreciation for your customer loyalty? Was your agent very interested in your needs? These characteristics are what makes a customer experience memorable and meaningful.
We all care about customer experience, customer journey and excellent customer service. But how can you ensure that your business can deliver on these changes and keep consumers loyal to your business and brand?
By Katie Bromley, Director Corporate Communications
33% of consumers* said that “receiving great customer service” is a reason they would advocate for a brand. 34% will advocate for “love of the brand.” Also, 62% said free delivery would motivate them to buy a product online. I’m a fan of great customer service, and free, so yes, count me in those numbers as well.
This article was originally published on VMBlog, here.
Video Customer Service Turns Mainstream
As the modern customer increasingly feels empowered to communicate with brands via various channels like phone calls, texts, social media and more, the rise in video communication will become more mainstream. Just as social media brought on a new way to communicate with consumers, video will be a powerful tool to ease pain points in an easy and efficient manner. In 2017, more businesses will move to adopt video as the new normal in customer service or risk getting left behind. Continue reading →