Blog

Blog

Customer Service Blunders

10 Shocking Customer Service Blunders That Escalated Quickly

For as long as there has been customer service blunders. What has changed is the cost of one wrong move in handling a customer’s problem. The impact is no longer limited to one disgruntled customer or his kith and kin; a customer support faux pas could explode online and go viral through online media and social networks to do some serious damage to the reputation and goodwill which brands hold so dear. Some of these are major slip-ups; others are the result of tactless handling of what would have been minor incidents. This list looks at some such cases involving big league corporations where customer service blunders snowballed into major PR situations. 10. Tornado Victims Asked To Scavenge For Cable Boxes […]

Read more
Call Center Evolution

How Tech MNCs Handle Call Center Evolution?

Call centers of all types are evolving. With multi-channel customer service and cloudsourcing, tech support, customer service and sales departments have had to adjust to new customer demands. Flexibility and adaptability are keys to business growth. Even tech-based multi-national companies understand the need for specialization. That is why many tech MNCs are turning to tech support outsourcing as a way to deal with the call center evolution. Phone Banks Are Obsolete Gone are the days when a company could create a call center by finding a large open office space and establishing a phone bank. Now even buying computers and installing softphones isn’t enough to create an efficient and viable call center. While some experts say that the idea of […]

Read more
customer communities

Customer Communities Don’t Replace Inbound Call Centers

Customer communities have become a popular way for businesses and customers to handle certain interactions. Small business owners may even be under the mistaken belief that these communities can replace inbound call center companies. While a customer community may play a role in serving your customer, don’t misunderstand the importance of contact centers. Customer Communities A customer community is an online forum where employees, experts and customers can communicate with one another about the products and services of a specific company. It is a great place to find answers to frequently asked questions, learn tips and tricks for getting the most out of the product, and even find answers to simple tech support questions. Many customers prefer this method of […]

Read more
gamification

Call Center Gamification for Improving Employee Loyalty

Gamification has become a unique way to increase customer engagement and loyalty. By creating fun and exciting ways to learn about new products, earn discounts and interact with businesses. Customers feel like they are rewarded for performing simple and fun actions. As the manager of a help desk, by turning the idea of gamification inward and focusing on your employees, your department could increase efficiency and retention. Employees Want to Be Loyal In this current atmosphere of high employee turnover, it may seem as though workers don’t care about the companies where they are employed. The appearance of employees just wanting to earn a paycheck and go home, however are inaccurate. Most employees do want to excel in their job […]

Read more