3 MIN. READ According to a 2017 survey of banks in the Asia-Pacific, North America, and Europe, 80 percent of all customer interactions occur on digital. However, only 25 percent of sales (5 percent on mobile and 20 percent online) occur on digital channels. This shows that most sales in the banking sector require some …
Benefits of Empowering Banking Call Centers With Advanced Analytics Read More »
Call centers are becoming more utilized in the health care field as pressures about patient satisfaction increase. A Spok survey of 400 health care professionals found 62 percent of hospitals have a contact center strategy in place.
2 MIN. READ Patient satisfaction is becoming a key metric for all health care organizations and providers. Not only is payment reimbursement from agencies like Medicaid tied to patient satisfaction, but patients can and will change providers or carriers if they are not happy. Call centers can play an important role in increasing patient satisfaction. …
Organizing Call Centers for Patient Satisfaction Read More »
3 MIN. READ Technology continues to push in the forefront as executives seek ways to achieve call reduction. Operational efficiencies and achieving reduced costs while maintaining customer satisfaction have become the top strategic goals for executives. In fact, 80 percent of executives surveyed stated that digital solutions are the most important strategic initiative over the next five …
How to Achieve Call Reduction Using Call Center Technology Read More »
To outsource, or not to outsource, what are the benefits and how it helps my business. These are some of the most common contact center outsourcing questions. Operating a successful business means taking risks to increase profits, but how do you know which risks to take? Many companies spend thousands of dollars performing services that …
In today’s market, customer experience can make or break the entire image of your business, and considering how important customer experience is, it can be very difficult to find qualified call centers that meet your organization needs. Many organizations choose to hire call centers that employ competent and knowledgeable staff via recommendations. Call Centers also …
Top 10 Ways to Improve Customer Experience In a Call Center Read More »
Before we talk about the benefits of using a call center, let’s dig deeper into the challenges that most small businesses have. Small businesses struggle daily with budgets that do not allow them to provide the services needed, to consistently secure customers. According to Chron, small businesses struggle with: Employee Turnover. Financing. Time Management. Marketing …
Today, customers are far too intelligent and frugal with their time to be speaking to call center employees who lack knowledge and excitement in their job, due to a poor call center culture. A call center with a culture lacking in personality, inspiration or simply human touch is no call center at all. There is …
As the Director of a call center, how many times do you have to get on calls with clients or host tours into your center and you are like: “I wish I could spend less time doing the dog and pony shows, and more time actually managing my business!” I cannot tell you how many …
We have tried 3 call center outsource providers over the past 5 years, and none of them did a good job. They were great with their dog and pony show, but were wheels off when it came to actually servicing our customers. I’m starting to think the only way our customer service is going to …
