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Technology MNC Utilize Customer Experience Strategies

Understanding customer experience can help your company tailor its offerings and marketing strategies. Technology MNC companies leverage big data analytics in order to understand its market down to age groups, gender and even whether they eat Chinese food on Fridays. For a small business, this type of information is difficult to obtain. When you leverage call center outsourcing services as part of your data gathering strategy, the service rates are offset by company growth. Albert McKeon’s article on customer experience strategy explains the importance of intelligence gathering and how a one size fits all approach to marketing is no longer […]

Misunderstanding of Technology = Increased Call Center Costs

Customer resource management requires the ability to obtain and maintain customer relationships. With the necessary hardware upgrade requirements, the challenges of dealing with multi-channel access and rapidly changing technology one misstep can lead to expensive repercussions. In-house and call center services costs need to be viewed in perspective of effective technological strategies. Misplaced Blame If your call center isn’t producing forecasted results or costs are shooting up, it may not be the fault of management or your employees. Often the issue is with outdated technology or the inability of personnel to access the necessary information. If your company invests in […]

6 Steps to Hire Star Employee for Your Call Center

When you are seeking to create a top call center, you need the right star employee. Interviewing candidates for open agent positions can be difficult. If you use these six steps, however, you will be able to find star employee for your call center. Keyword Screening The right agents will know and use call center buzzwords. This will help you sort through the hundreds of applications you will receive when you post an open position. When you have narrowed the applicants down to a more reasonable number, you can then go through the applications individually to find other key indicators […]

Inbound Call Center Myths Hurt Your Rates Per Customer

Did you know that the four top customer service myths are hurting your inbound call center myths per customer? If you want to be able to increase profits and decrease costs in 2015, you need to stop believing in these customer service misconceptions. 4 Top Call Center Myths Call Center Myths 1 : Fewer Calls Mean More Money Companies often think that if their customer service department is receiving few calls they are making more money. The belief is that the decreased volume means less cost per call and that sales will increase due to customer satisfaction. The truth is […]