October 25, 2012 / Business Outsourcing, Customer Satisfaction

Customer Satisfaction: Contact Center’s Lifeline

Customer Satisfaction: Contact Center’s Lifeline

Most of us are familiar with the game show "Who Wants to be a Millionaire" that offered a lifeline to its participants to help them with challenging questions. The concept was for the contestant to contact their wittiest buddy, and see if they could help them in their pursuit to take home $1 million...

No Comments / Read More

October 25, 2012 / BPO Trends, Business Outsourcing, Customer Satisfaction

The  Features of a Highly Effective Outbound Care

The Features of a Highly Effective Outbound Care

Engagement and Customer Retention has been one of the key main concerns for a customer care company. To enhance relationship with customers at range, some contact center companies are switching to interactive voice response (IVR) solutions. However, badly implemented outreach can push away customers...

No Comments / Read More

October 25, 2012 / Business Outsourcing, Professional Development

Proper Recruitment: First Step to Performance Improvement

Proper Recruitment: First Step to Performance Improvement

Having excellent procedures in place is not the only starting point to have good results in your contact center. Appropriate hiring and training team is needed to make sure your staff is ripe for the operations. Seeing job posts such as “College Level or High School Diploma” are very common, ...

No Comments / Read More

October 25, 2012 / BPO Trends, Business Outsourcing

CRM Best Practices on Call Centers

CRM Best Practices on Call Centers

Utilizing voice recordings for  Real-time Business Intelligence? Most contact center companies actively capture customer communications, yet this information remains ineffective until it has been examined – a process that can be time-consuming. And most managers have the capacity only to evaluate...

No Comments / Read More

October 12, 2012 / Business Outsourcing, Customer Satisfaction

Call Center VS. Customer Center

Call Center VS. Customer Center

Have you experienced a negative “call center” experience? There are some instances that you call a company with a valid complaint or question, but put on hold several times, often receive a cold, and impersonal response. We later find out that the person taking our calls is unhelpful, and doesn...

No Comments / Read More

October 12, 2012 / BPO Trends, Customer Satisfaction

Is Traditional Customer Service Still Effective?

Is Traditional Customer Service Still Effective?

We may be aware that people are usually dissatisfied with the customer service support they receive from the companies which they do business with. Studies show that most of the people didn’t get the kind of service they think they deserve. Complaints include not being able to find answers on comp...

No Comments / Read More

October 4, 2012 / Customer Satisfaction

5 Essential Facts on Customer Service for Call Centers

5 Essential Facts on Customer Service for Call Centers

Due to vast changes in technology, social media and consumer behavior, only the best businesses can sustain as the customer service expectations continue to arise. Providing best customer service support results to customer’s loyalty and ultimately higher profits. In order to succeed with this ...

No Comments / Read More

October 4, 2012 / BPO Trends

Call-Backs vs. Click-to-Call vs. Virtual Queuing

Call-Backs vs. Click-to-Call vs. Virtual Queuing

There are three frequently used terms in improving call center experience namely; call-back, click-to-call and virtual queuing. These terms are closely related and often confusing, so I’m going to explain the differences between them. Call-Backs Of the three terms, this is the easiest to underst...

No Comments / Read More

September 25, 2012 / Customer Satisfaction

Why You Should Take Care the Customer Experience

Why You Should Take Care the Customer Experience

A business reputation is based on the customer experience. Solving or preventing problems is just half the formula; interacting with customers is the other half. Customer service support is as essential, if not more essential than the immediate resolution of the problem. An important part of the ...

No Comments / Read More

September 25, 2012 / Business Outsourcing

Top 3 Reasons Clients Dislike Your Contact Center

Top 3 Reasons Clients Dislike Your Contact Center

The telephone is the most popular method for customer service. 69% of US customers still use the telephone for customer service support. In this stage of instant gratification, expectations are much higher which makes customers difficult to please. Clients are acquainted to more options, greater con...

No Comments / Read More

September 21, 2012 / BPO Trends

Developing Metrics that Matter to You

Developing Metrics that Matter to You

One of the common concerns with regards to metrics in Customer Service is the Market Standards.  But does that really matter? Too many times, we get in touch with contact center companies trying to fit their company into what their Top Management believe they should be, without looking at the bi...

No Comments / Read More

September 21, 2012 / Business Outsourcing

The 5 Greatest Challenges for Call Center Managers

The 5 Greatest Challenges for Call Center Managers

The call center is one of the world's most demanding work environments, and I’m stunned it did not make CareerCast’s most backbreaking job’s  list. Having to deal with upset clients, tight shift schedules, penny-pinching top management, and super high expectations are just some of the things ...

No Comments / Read More

September 14, 2012 / Business Outsourcing

Philippine VS. Indian Contact Center Facilities

Philippine VS. Indian Contact Center Facilities

Philippines has formally overpowered India in call center and voice related jobs as of these days, and wondering how that happened? Philippines was for 48 years colonized by the US so there is a powerful likeness and knowledge towards the United States lifestyle and many people from the Phili...

No Comments / Read More

September 14, 2012 / BPO Trends

The Significance of Contact Center Scalability

The Significance of Contact Center Scalability

As a leading Contact Center company, June Spring Contact Solutions always worked for ‘added and improved’ procedures before they ever were. Customer Relationship Management (CRM) should be excellent, Automatic Call Distributor (ACD) groundwork should provide complete situational attenti...

No Comments / Read More

April 12, 2012 / Partner

Slim Enterprises Partners with June Spring Contact Solutions

Slim Enterprises Partners with June Spring Contact Solutions

SLIM Enterprises; Toronto Consulting Firm, announced the launch of their recent partnership with June Spring Group of Companies (San Diego California – International). This announcement brings together two world-class companies offering a wide range of corporate services to an international a...

No Comments / Read More

« Older Entries   Newer Entries »