Latest News & Press Releases
If you are doing something great or falling short of expectations, your customers are going to let you know about it; in fact, 85% of customers are likely to provide feedback after a good experience,… Read more »
The average call center first-call resolution rate fluctuates between 70-79%. This means that 21-30% of customers have to call at least one more time to have their issue resolved. What is first-call resolution rate, and why… Read more »
According to IBM, the average cost of a data breach in 2023 was approximately $4.45 million. Can your call center withstand such an exorbitant expense? Even if it can, navigating the aftermath of a data… Read more »
Though telemarketing solutions are associated with various sales initiatives, they are also about building relationships. Customer service telemarketing solutions centered on feedback help businesses enhance relations between their customers and the products and services that… Read more »
Imagine this scenario: One of your customers is on the phone with a customer service representative. They spend several minutes explaining a complex issue. Just as they finish, the support agent realizes the customer needs… Read more »
Over 50% of retail customers in the United States prefer to address urgent issues via phone conversations. This statistic demonstrates the importance of providing your customers with high-quality, timely phone-based support. However, delivering this support… Read more »
According to Digizuite, brands that excel at multichannel (also known as omnichannel) customer engagement enjoy better annual revenue increases and lower costs per contact than other brands. The bottom line is that customers expect to… Read more »
Top customer service outsourcing companies are those that consistently deliver high-quality service and support to their customer’s clients. The value realized in terms of actual benefits and returns that a company achieves by outsourcing its… Read more »
Did you know that two-thirds of consumers expect brands to understand their expectations and needs? Today’s consumers want customer interactions to be personalized around their unique needs. While you are probably already applying personalization to… Read more »
Did you know that one in ten inbound support requests results in an escalated call? While call transfers are not unusual in the world of customer support, how you transfer those calls makes a huge… Read more »
