Some would like to see it die, and yet, the call centre is very much alive and its positive impact on customer loyalty is more real than ever. The fact is that call centres are evolving to the pulse of technological innovations and the needs of consumers. However, it remains the most efficient (and cost-effective) means for a business to ensure customer loyalty, regardless of
A remote customer relationship management tool, a call center is often the first interface between the company and its external environment. As such, it actively contributes to the construction and development of the corporate image, from first contact through the various stages of the customer experience. Today, as more and more business leaders are devoting serious efforts and more substantial portions of their budgets to
Customer service quality should be a major concern for any company that cares about its brand image and its market competitiveness. Indeed, while a good marketing strategy is essential for developing your presence and acquiring customers, being able to meet expectations and maintain a good satisfaction level is essential for keeping these customers and growing your client base naturally. That absolutely requires optimizing your customer
Whether it’s during the holidays, sales, or any other period involving a spike in traffic, commercial enterprises are generally faced with special needs with regard to customer service. Indeed, the sporadic influx of interactions, prospects, and customers on these occasions imposes certain operational constraints, particularly with regard to front office activities and incoming call management. To better handle these difficult periods, relying on a call
