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Holiday Customer Service Will Measure Up – If You’re Prepared

Call Center in Mexico Industry News

call center Follow industry headlines much? Retail, dubbed “a daily barometer for the nation’s economy,” is set to measure high again this holiday season, according to forecasts. Earlier this year, the National Retail Federation (NRF) predicted 3.8% to 4.4% industry growth over 2017. Add to those healthy numbers, year-end unemployment projected to be a low 3.9%. […]

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Ten Ways To Celebrate National Customer Service Week

Call Center in Mexico Industry News

call center  National Customer Service Week is celebrated during the first full week of October, and this year it falls on October 2-5. I traditionally write a short article about the holiday, and this year is no exception. Looking for some new ideas, I interviewed Bill Gessert, president of the International Customer Service Association, on my customer […]

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The Essentials Of Customer Service Excellence

Call Center in Mexico Industry News

call center Today I’m sharing eleven essentials of customer service in honor of 2018’s National Customer Service Week (NCSW), which is sponsored by the International Customer Service Association (ICSA).  These points have proved vital on most every customer service initiative and customer experience consulting assignment I’ve undertaken. To help you find more in-depth information, I’ve added links throughout to articles of interest. 1. […]

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Why Technical Support Can and Should Be Done Remotely

Call Center in Mexico Industry News

call center I guess no one would be surprised if I say that remote work has become extremely popular. With the use of modern technologies, almost anything can be done remotely. Technical support is a good example here as for some time already many companies outsource their customer support to managed services providers. For me, it seems like […]

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Customer Service and Marketing: How 2 Different Areas Work Together

Call Center in Mexico Industry News

call center The marketing team drives customers to the business, whether that be an online shop or a brick and mortar store. They then help customers make their way through the buyer’s journey that ultimately leads to them becoming a customer. In other words, marketing done well turns potential customers into paying customers. Customer support team’s […]

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Exasperated Customer Service Leaders Report That 40% of All Customer Tickets Are Mind-Numbing and Repetitive

Call Center in Mexico Industry News

call center 25% also state that their customer service agents use between 5 and 8 different systems to resolve inbound customer questions SAN FRANCISCO, Sept. 11, 2018 /PRNewswire/ — New research from DigitalGenius and Canam Research confirms long-held concerns in the customer service industry regarding an abundance of annoyingly repetitive, yet easy-to-resolve inbound customer service queries. 4 out of 5 customer service […]

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How AI, Machine Learning And Other Disruptive Trends Are Defining The Future Of Customer Service

Call Center in Mexico Industry News

call center As rapid advancements in technology continue transforming how businesses are developed in the modern world, entrepreneurs are actively exploring smarter ways to operate more efficiently and eliminate issues that have traditionally plagued progress and performance. From enterprise apps that make it easier to track real-time insights and manage customer relationships, to emerging tools that […]

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Employees Are Customers Too

Call Center in Mexico Industry News

call center Let me share a secret. (It’s a sort of non-secret secret.) The single most important internal customer service training “technique” isn’t a technique, a best practice, a trick at all.  It’s something different, something more profound:  It’s a point of view, a state of mind. The essential step you need to take toward providing […]

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Using technology for better customer service

Call Center in Mexico Industry News

call center Within the space of a couple of weeks this summer, announcements were made that Marks and Spencer had chosen Octopus Energy as their new energy partner, and that Ofgem had appointed Octopus to take over from Iresa, a failed energy supplier. With M&S being one of Britain’s most loved brands, and Iresa holding the […]

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4 Simple Strategies That Will Help You Offer Excellent Customer Service

Call Center in Mexico Industry News

call cente rAccording to a study by the Resilience Institute, the ingredients needed to achieve excellence include focus, optimism, presence, decisiveness, purpose, fulfillment, value alignments, vitality, bounce, sufficient sleep and assertiveness. So, what if we take these findings and apply them to the business sector? After all, these 11 ingredients of excellence are associated with the most […]

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