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31West Global Services | Blog  ⁄  Global Business

Is developing an SLA worth the time and effort? It is if you want to boost customer satisfaction. SLAs are especially critical when outsourcing inbound call center services as well as help desk and tech support services. Outsourcing can help you boost customer satisfaction—especially if customer service isn’t a competency for you. To get the […]

More than 51% of U.S consumers switched service providers in 2013 because of poor customer service—up 5% from 2012. That’s a surprising statistic. But it’s just one finding from a recent survey by Accenture. The survey measured the experiences of 13,168 customers in 33 countries across 10 industries and included 1,256 U.S. customers. Accenture’s survey […]

There are now more connected mobile devices on earth than people. And the number of mobile devices is expected to grow significantly in 2014 and beyond. For businesses looking to grow, marketing to millions of people worldwide has never been easier. And yet more than half of the Fortune 1000 firms lack a well-coordinated mobile […]

There’s no denying the importance of customer service. Good managers realize this. They also realize that team members are the key to good customer service. If team members interface with customers—like when they provide help desk services—they are the company to these customers. It’s critical for these team members to deliver positive customers experiences. That’s […]