Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.
Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.
Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.
It’s an important part of doing business, but something that can be difficult to execute with excellence: debt recovery and collections. The heightened emotions, tension and uncomfortable conversations it brings – and the dissatisfaction that can result among customers and associates alike – causes some to shy away from this important topic.
There’s no denying the vital role contact centres play in brands’ ability to meet customer needs quickly and efficiently. When done well, centres offer seamless experiences by connecting customers with the information they need – whether it's via an agent or through automated technology – when and how they need it.
Every brand wants to offer great customer experience (CX) but, in an increasingly digital world, leaders too often assume technology alone is the key to true transformation. While technology plays a critical role, it’s striking the right balance between human experience (HX) and digital experience (DX) that will yield optimal customer journeys.
After a year unlike any other, students are preparing to return to campuses across Australia later this year, and many of them will be arriving from other countries – bringing many questions with them.
In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.
Small and medium-sized businesses (SMBs) were hit especially hard in 2020. Around the world, SMEs struggled to manage lockdowns, travel restrictions, health concerns, and more. According to IBISworld, it may take up to five years for the industry to return to pre-COVID performance levels.