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good leadership

Does Good Leadership Mean You Can’t Be a Boss?

Even though boss has become a four-letter word, those who aspire to positions in higher management think in terms of being a boss, not a leader. Are these terms mutually exclusive or can you be a still be a boss while showing the characteristics of good leadership? Boss Versus Leader A boss is a person who has a title, job description and authority. A leader is a person who has certain characteristics even if they aren’t in a position of authority. A person can teach you how to be a boss, but this may not make you a leader. Moreover, you may be a leader but never be a boss. Combining the Two There are business gurus who will tell […]

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growth

Using Call Center Services For Growth Hacking Strategies

Business owners are using call center service companies to save money and improve the customer experience. Some companies think that this means they have to sacrifice the personal experience individuals receive when customer service calls are handled in-house. In fact, quality and quantity can be coupled easily with one-on-one customer attention when you outsource customer management. In addition, your business will receive the benefit of rapid, sustainable growth. Missing The Personal Touch With the addition of call centers, social media customer service, and email customer support, experts lament the loss of human agents. Some business gurus say that without human interaction, business can’t secure customer loyalty. By combining traditional marketing techniques with your call center service, your company can be […]

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Call Center Performance

8 Smart Ways To Drive Inbound Call Center Performance

Know what customers say is the biggest frustration with inbound Call Center Performance? It’s being left on hold. That’s right. Being left on hold. More than 40% of today’s customers say it’s their biggest frustration. Long hold times also frustrate businesses. It costs them $130 billion in lost productivity annually. That’s a lot of productivity to lose—no matter what your industry. But don’t throw in the towel. Several ways exist to ease a customer’s on-hold frustration and boost call center performance simultaneously. One way is to provide a call-back option at your inbound call center. More than 75% of today’s customers prefer being called back than being put on hold, according to Forester Research. More than 50% of customers say […]

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financial services

6 Ways To Improve Customer Service Experiences in Financial Services

Make no mistake. Customer Service Experiences operations are going through a major paradigm shift that threatens the survival of many companies. Nowhere is this paradigm shift more prevalent than in the financial services industry, where it’s created a new realty for businesses. Financial services firms must adjust to this new reality as quickly as possible. Failure to do so poses a significant threat even to market leaders. To adapt to this new reality, companies must create exceptional, end-to-end customer experiences using every technique they can. Creating  customer experiences can help them tap this paradigm shift whether you’re a bank, an insurance company, or another type of financial services firm. Growing Customer Service Experiences Gap At the heart of this paradigm […]

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