Smiling people working in a successful call center

3 keys to a successful call center

Introduction There are several ways a company can enhance its operations to create a successful call center. Today, omnichannel communication possibilities make customer support increasingly complex. Some companies have altogether gotten rid of classic phone support in favour of new chat options. Yet, 66% of customers report that they resolve their customer support issues over the phone. This is over 10% higher than email, the second favourite communication channel. To provide ...

Read More
Smart homes: Connected appliances

Smart home challenges and why companies should care

It is no surprise that people continue to become more and more connected every year. Technology is everywhere and connecting everyday devices in our homes makes routine tasks even easier. In fact, Gartner predicts that 20.4 billion connected things will be in use worldwide in 2020 as compared to 8.4 billion in 2017. The rate of connection is also increasing as 8.4 billion was up 31% from the amount in ...

Read More
Woman on the phone with a good CX strategy

How to upgrade your CX strategy

Links to loyalty In 2020, having a CX strategy is key, as customers are more selective with their loyalty. They are not asking for much, but they do expect timely, personal, and positive customer service. In fact, 60% of consumers report that customer service and brand loyalty are directly correlated. Nonetheless, maintaining that loyalty is becoming more difficult. 77% of customers admit a willingness to switch brands more readily than in ...

Read More