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onshore metaphor

Onshore vs Nearshore vs Offshore Customer Service

Companies that outsource customer service enjoy affordable, scalable solutions that can more easily meet consumer needs. Even busy periods are easier to manage with access…

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Colorful cards with question marks in glass jar on orange

How to Improve First Call Resolution Fast

Customers are losing confidence in the support they’re getting from businesses. More than 17% of buyers in the UK have reported having a problem with…

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Do Customers Really Prefer Self-Service?

Self-service has been a huge talking point in the customer service world for several years now — and yet, the conversation around it hasn’t slowed….

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hybrid team

3 Tips on Managing Your Hybrid Customer Service Team

Meeting the high customer service standards of today’s consumers is not easy.  Shoppers can choose from a limitless range of websites and stores, and 39%…

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phone red

4 Myths About Outsourcing Customer Service Debunked

Many think of customer service outsourcing as expensive, inflexible, and low-quality. You might expect non-native speaking agents, and a call centre partner who is disconnected…

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What’s Required for Great D2C Customer Service During the Golden Quarter?

Great customer service (CS) is a given for any successful business. 70% of shoppers have made their buying decisions based on the quality of a…

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black friday

On-demand Customer Support: 5 Ways to Guarantee Your Business Can Deliver on Black Friday

Black Friday is one of the biggest eCommerce calendar events of the year. Approximately 76% of consumers planned to shop during the Black Friday weekend…

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5 common customer service challenges and solutions

5 Common Customer Service Challenges and Solutions

97% of consumers and 98% of contact centre managers say customer service interactions impact whether consumers stay loyal to a brand.1 But despite the importance…

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What Does Modern Customer Service Look Like?

What Does Modern Customer Service Look Like?

The face of customer service has changed significantly over the last decade. This is driven largely by developments in customer service (CS) technology, however, there…

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