Customer Experience Strategy
The question of whether the call centre is still relevant or not seems to always crop up in the world of customer satisfaction. It’s easy to see why. Just picture a call centre. The image in your head probably looks something like an outsourced office space with rows upon rows of desks, agents huddled together…
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“Standing out from the crowd” is arguably the most common goal for businesses across any and every industry. But we think it’s safe to say that the pressure to compete has been especially hard on any store that sells online. After all, eCommerce is expected to make up a whopping 37.5% of the UK’s retail…
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Call centre experiences can make all the difference to the loyalty of your customers. Research has shown that 60% of consumers have switched brands due to a single negative contact centre experience — so investing in a high-quality call centre is crucial.1 And, as you’re no doubt aware, the two main types of services often…
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Omnichannel customer support refers to customer service across an integrated range of channels, such as email, social media, text, web chat, and calls. Done correctly, omnichannel support enables you to meet customers where they are and give them a seamless experience no matter which channel they use to interact with at any given point in…
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Overflow call answering services are transformative. When you’re experiencing a deluge of incoming calls, it can be a struggle to stay afloat. But – regardless of the source of your high call volume – that interest will always be an opportunity. The problem is having a team in place to respond without investing in in-house…
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Being able to take care of your customers has never been more crucial. Changes in the past year have meant customers aren’t experiencing face-to-face customer care, which is critical to maintaining customer relationships. To make up for this lack of contact, businesses need to ensure their customer care services are delivering the quality that 80%…
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You know customer experience is a crucial part of customer retention. Yet you might not know how to do it in a way that differentiates you. Now more than ever, a differentiated customer experience strategy can mean the difference between a thriving business with happy customers and a struggling business constantly battling with customer loyalty. …
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The quality of your customer experiences has a profound impact on your business growth and outcomes. With a plethora of options at their disposal, customers nowadays have the power. About 92% of customers will switch to another company after three or fewer bad experiences. This is why businesses must provide a remarkable and satisfying experience…
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The business strategists at McKinsey call it the “moment of truth” — they’re referring to that moment in any customer interaction that defines the customer experience. It can be as simple as seeking the answer to a question or as emotionally charged as responding to poor quality or a problem with a transaction. According to…
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