Over time, I have seen three changes that have influenced the customer lifecycle, and shifted the priorities of vendors in order to build and maintain loyalty. These changes have been enabled through a technology evolution where the doors have been opened for a customer to have more visibility into the vendor’s activity and operations. The old cliché “there is nowhere to hide” comes to mind.
Guest Post by Joanna Jones of MHI Global. Asking contact center agents to up-sell or cross-sell while interacting with customers sounds simple enough, but the reality of up or cross-selling is not as easy as it sounds. As profits continue to be squeezed from all directions, it is natural for companies to look for ways to sell more product or service. When done well, your contact center can generate...
To stay on customers’ Nice List, the key is to ensuring exceptional customer service. Today, 86 percent of consumers quit doing business with a company because of bad customer service. As the weather cools down and your contact center heats up, keep your customers merry with these tips:
While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover. If your call center is staffed similarly to others around the country, then nearly 70% are...
Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information.
At Five9, we just wrapped up our second user conference in Washington D.C. last week and now I’m understanding the true value and benefit of hosting a user event for our customers and partners.
