To avoid major outages, Telstra used aerial drones to inspect cellular sites and transmission lines for signs of trouble. Here are a few other ways telecoms are keeping up with customer service demands.
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.
A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.
From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.
Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.
Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.
For years now, European companies have been torn between the high costs of outsourcing customer service to onshore locations and the low service levels sometimes prevalent in offshore destinations. But this is changing.
For the games industry, customer service can be more than just a cost factor; it can be a differentiator and revenue generator. Learn five key principles for successful multi-channel player support.
Industry experts agree, Romania’s reputation as an attractive outsourcing destination is on the rise. From multilingual BPO talent to a strong ITO sector, discover why Romania should be on your list.
First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.
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