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Support ChannelsOptimizing email for the modern customer service environment [Best practices study]
While chat and social media customer support seem ‘way cooler’- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.
CX Best PracticesCommunications & MediaWhat telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless
To avoid major outages, Telstra used aerial drones to inspect cellular sites and transmission lines for signs of trouble. Here are a few other ways telecoms are keeping up with customer service demands.
Support ChannelsWhat to consider when outsourcing video chat and SMS customer support
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
Support ChannelsSix ways to make the most out of outsourced chat support for both customer service and sales
Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.
CX Best PracticesGamesHow to develop a world-class approach to customer service in gaming
A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.
Outsourcing PartnershipsBPO: The ideal breeding ground for BPI (Business Process Improvement)
Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.
CX Best PracticesHow to anticipate customer needs
From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.
Generational SupportFinancial Services & FintechFour keys to retaining Millennial customers in fintech – industry experts share tips
Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.
Scaling & GrowthStart-ups and outsourcing: How to achieve growth and innovation
You need to run your company, so why add contact center manager to your resume? Today, value comes from enlisting subject matter experts to help grow your business in a strategic way. Outsourcing offers just that.
CX MetricsPushing past the hype of Net Promoter Score (NPS)
Ever since its inception, NPS has become the darling of management teams all over, and, as such, many organizations now use NPS as their primary CSAT tool. But is everyone relying too much on a single question?
Outsourcing PartnershipsMoving from outsourcing vendor to partner with TXU Energy
Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.
Outsourcing LocationsWhat makes Bulgaria an attractive outsourcing destination
For years now, European companies have been torn between the high costs of outsourcing customer service to onshore locations and the low service levels sometimes prevalent in offshore destinations. But this is changing.
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