Contact Center articles

A Profitable Business is a Customer Centric Business. Here’s Why!

Entrepreneurs and business owners are well aware of the tenet that customers are important for business. But how and where the customers are placed in the entire organization’s structure can tell us a lot about its future. Irrespective of past and present performance, if a company is not customer centric, it doesn’t have a future.

What is the meaning of being Customer Centric?

The term customer centric means keeping clients at the focal point of your venture. If you look at the structure of an atom, it has a nucleus, and electrons revolve around it. The nucleus, in this case, is the client and all business functions including support are the electrons. This is the ideal structure of an organization. Creating a customer centric business pays rich dividends. 

8 Tips to Make Your Customer Service Process Economically Efficient Without Compromising on Quality

The relentless onslaught of the Covid-19 pandemic on the global economy over the last two years has taken the wind out of the sails of many businesses. Even as lockdowns and restrictions on economic activities — to curb the spread of the virus hurt organizations, fear of new restrictions remain. No one can predict for sure that the virus will not mutate and pose a more unknown and serious threat to humans.

Every company is under immense pressure to reduce expenditure and increase savings during these unprecedented times. Providing customers service and resolving their issues is a business necessity, but it does not make the process a cakewalk, nor is it inexpensive.

"Cut costs while improving customer experience" has become the survival mantra for organizations. But how is that possible?

Contact Center’s Secret Formula To Ensure Excellent Customer Experience

Creating the best experience for customers may sound like a tall order to some, but that’s not really the case. When planned and executed well, a good customer experience (CX) adds value to your brand, increases your customer base, promotes loyalty, thus increasing customer lifetime value (CLV), and with it your businesses’ turnover.

2022 and Beyond: Join The Customer Experience Renaissance

The origin of customer experience (CX) as a differentiator can be traced to Japan during the 1950s. Before that, businesses and industries focussed on meeting production targets and restricted themselves to fulfilling the basic demands of people.

It's That Time Of The Year Again! The Most Coveted Holiday Season

The most wonderful time of the year is here, and we cannot keep calm!
The air has a holiday cheer in it, and there’s so much to be thankful for. 

Homes are decorated and Christmas trees with their elaborate ornamentation turn showstoppers. Pretty lights everywhere bring out the holiday mood. Likewise, great music reminds everyone to shake a leg and get into the groove. Memories are created when people come together to exchange gifts, feast, unwind and make merry.

5 Customer Experience Nightmares Haunting your Contact Center

Halloween is just around the corner and in the spirit of the spookiest time of the year, we’ve compiled a list of the five scariest customer experience (CX) nightmares. In 2020, CX is undoubtedly, your biggest competitive differentiator when it comes to retaining customers and driving revenue. However, thanks to the pandemic, most contact centers are operating with limited resources under tighter budget constraints. But should this influence the quality of your customer interactions? Absolutely not.

Despite resource limitations, CX leaders can build a terrific customer service function by following established best practices and implementing some smart technology.

How to Deal with Difficult Customers: 5 Tips

Good customer service is what differentiates a company from its rivals.

Anyone working in customer service would understand that no matter how much time you spend in delivering good customer service, you can’t please everyone every time. Sooner or later, support agents will have to deal with difficult customers. Whether it’s a customer with some outlandish demand or an otherwise rational customer who happens to be having a bad day, your skills are put to test. And it’s time to pass the test with flying colors.

3 Reasons Omnichannel Contact Centers Are the Future

Ensuring a seamless customer experience is the ultimate goal of any consumer-facing brand.
Customers usually get frustrated with broken lines of communication, or a generic Interactive Voice Response(IVR) messages. That’s why brands are investing in better artificial intelligence(AI) and natural language processing(NLP) capabilities to ensure that customers feel like their issues are being understood.

How ThinkOwl Delivers a Superior Customer Experience with Guided Mode