You don’t need us to tell you that consumer expectations are rapidly changing. In what seems like the blink of an eye, we’ve shifted from two-day expectations to a today expectation. The situation becomes particularly meaningful as we realize consumers now differentiate between companies based on service, with trust beginning to overtake service in some sectors.
In our chats with current and future clients, we’ve come to learn many of their pain points. With contact centers and large customer service departments, a significant issue is often the inefficiencies in accepting callers’ payments. Some companies are employing clean desks…
Resolving customer issues or questions on the first call is the pinnacle of success in contact centers. It’s the ultimate expression of a fine-tuned customer engagement and experience strategy. So it’s essential to track and monitor FCR (first contact resolution) in your customer service operation.
One of America’s leading marketers and services of subprime credit cards came to us with several urgent issues. They acquired a new credit card product that required a specific IVR Their current IVR vendor was unresponsive to needs and time constraints They needed to process more calls through automation Their call center experienced frequent downtime […]