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31West Global Services | Blog  ⁄  Customer Care

Make no mistake.  Customer service 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 […]

Do you provide good service to your customers? A recent survey shows that 33% of consumers think that today’s businesses pay less attention to providing good service than in the past. What’s more, only 7% say that the customer service they’ve received typically exceeds their expectation. These numbers aren’t just disappointing they’re disheartening—especially if you […]

What’s your primary goal as a manager of an inbound call center? If it’s not delivering consistent customer experiences, it should be. Why—because companies that deliver consistent customer experiences tend to focus on building relationships with customers. Companies that focus on building relationships generate higher customer satisfaction ratings and increased profits. That’s not surprising to […]

Do you deliver tailored customer experiences? No? Then you’re missing a golden opportunity to boost your bottom line. Delivering tailored experiences turns visitors into customers and customers into loyal shoppers. And creating loyal shoppers boosts the bottom line. They enable you to avoid the price wars that derail many companies that get involved in them. […]