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Customer ExperienceLaunching your first customer support outsourcing project? Avoid these eight pitfalls
Find out how to avoid eight common errors which can cause outsourcing partnerships to sour, and their benefits to deteriorate over time.
Customer ExperienceWhat to consider when outsourcing to the Philippines
For those looking at the Philippines as a potential offshore outsourcing destination, here are some of the key things to consider.
Customer ExperienceTechnologyFour questions start-ups should ask when considering contact center outsourcing
Learn four key questions start-ups should ask when considering outsourcing their customer support for the very first time in order to ensure success.
Customer ExperienceHow to defuse a difficult customer service situation with email support
Discover how email can be used proactively to take control of difficult interactions and improve customer satisfaction, in ways that other support channels cannot.
Customer ExperienceFinancial Services & FintechFintech for the aging population: What to consider when developing more age-inclusive apps and customer service
The young fintech industry has some major hurdles to jump over to unlock the value from our aging population. But it’s worth the effort with an eye towards app development and customer service that includes these three tips.
Customer ExperienceThree considerations when outsourcing your voice-based customer support
Although digital channels are growing, a TELUS Digital survey showed voice customer support is still the most popular option with consumers. So for now, here’s how to continue to optimize your outsourced voice programs.
Customer ExperienceFinancial Services & FintechThree areas where fintech start-ups are revolutionizing the customer experience
Fintech companies like WeSavvy, Wizdee and eToro are changing the finance industry for the better by using technology like social platforms, machine learning, and IoT to create more emotional, high-touch customer experiences.
Digital ExperienceA look ahead: How artificial intelligence (AI) will affect customer service
The coming AI revolution represents an opportunity not just to streamline certain customer service processes, but to take stock of the human touch and consider in what ways it may become more important than ever. Industry experts and AI firms share insights.
Trust & SafetyThe most critical Key Performance Indicator (KPI) in social media customer service
Customers fire up Facebook and Twitter to sound off on problems they’re facing right now — and they want a quick answer to match. That’s why time-sensitive KPIs have become key metrics for many companies providing social media support.
Digital ExperienceTo chatbot or not? Can automation boost response time and consumer trust?
Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.
Digital ExperienceDon’t react, be ready: Why data is the key to preemptive customer service
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
Digital ExperienceThree ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts
VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.
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