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Google Duplex’s Conversational AI Shows a Path to Better Customer Service

Call Center in Mexico Industry News

Call Center in Mexico Google Duplex, the artificial intelligence system (AI) revealed by Google CEO Sundar Pichai at the Google I/O developer conference earlier this month has been perceived as an outright miracle by some and an almost existential threat by others. With Duplex, Google Assistant can make phone calls on behalf of users to do things like schedule appointments […]

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Businesses Lose $75 Billion Due To Poor Customer Service

Call Center in Mexico Industry News

Call Center in Mexico The numbers are out. NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. That’s up to $13 billion since its last report in 2016. CEOs of companies large and small are recognizing the importance of delivering a better customer service experience. Some are now […]

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Texting as a Customer Service Tool

Call Center in Mexico Industry News

Call Center in Mexico The small, independent business person may understand and accept the concept of ‘omnichannel’ marketing and customer service, and want to expand their own modest single-channel platform to include a wider variety of ways to contact consumers both locally and nationally — but many neighborhood entrepreneurs wonder about the time it would take to set […]

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A Customer Service Training Example From Four Seasons Hotels: Working With An Upset Customer

Call Center in Mexico Industry News

Call Center in Mexico If you want to see great customer service recovery in action, watch closely as a manager at a Four Seasons hotel fields a complaint from an unhappy guest. In the case I’m going to share with you, a guest approached the manager to explain her unhappiness with how an employee had interacted with her […]

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When The Best Customer Service Is Self-Service: 5 Customer Experience Design Best Practices

Call Center in Mexico Industry News

Call Center in Mexico  Customers today are passionate fans of properly designed self-service. In response, I’ve developed specific, reliable rules, based on customer experience design principles, customer service best practices and good old common sense, for making it possible for consumers to serve themselves successfully, by which I mean in a way that brings customers closer to your […]

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The Evolution Of Customer Service Metrics

Call Center in Mexico Industry News

Call Center in Mexico  Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service landscape, LTV—mainly driven by repeat business or subscription over time—has to take the top spot. This evolution is ongoing, and successful businesses need […]

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Bad Customer Service Reps Are The Outward-Facing Pawns Of Bad Managers

Call Center in Mexico Industry News

Call Center in Mexico In recent weeks, one 911 dispatcher was jailed for hanging up on thousands of desperate callers, while a 911 call center in Ohio bungled desperate calls from a 16-year-old boy trapped in his vehicle, resulting in his death. This is indeed customer service at its worst and its deadliest, in an era that’s seemingly characterized by […]

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