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Top 6 trends for enterprise call centers and customer service in 2018

Predicting the next big thing can be daunting but the rapid transformations already happening at enterprise call centers are undeniable. The call center space is a significant, growing opportunity, and a powerful tool, which can — for better or worse — transform the success of a brand in today’s digital world where customers expect responses 24x7x365.

The Difference Between B2B Customer Support and B2C

B2B is simply shorthand for “Business to Business”, and it generally refers to who you sell your product to. If your company sells a product or service to other businesses, you’re a B2B company.
The inverse of B2B is “B2C” – This means Business to Consumer. Your company is a B2C company if you sell to individual people (consumers) as opposed to businesses.

The Importance of Good Customer Service in Call Centers

Everyone has been a victim of bad customer service at some point in their life. It is extremely frustrating when you dial the number for a call center and are placed on hold for what seems like hours. Most people are busy and do not have time to sit around and wait for their questions to be answered. In addition to that, rude and unhelpful employees are a major turnoff for customers. With all this being said, businesses need to continuously stress the importance of good customer service in their call centers.

Non, travailler dans un call center n’est pas forcément l’enfer.

Intervieweurs bilingues, chefs d’équipe, superviseurs… Dans les petites annonces des journaux, il n’y en a que pour eux ! Les professionnels du téléphone ne connaissent pas le chômage. Vous cherchez un emploi ? Les propositions des recruteurs vous paraissent alléchantes mais vous hésitez encore à répondre aux offres ? Voici les bonnes raisons pour postuler…

The Most Common Call Center Software Features

Are you in the market for new call center software and not exactly sure which features you need? Are you confused about the difference between an IVR and an ACD? Are you curious about how much call center software has evolved since you bought your on-premise solution 10 years ago?

Outsourcing: What It Is and What It Can Do For You

Outsourcing has seen a lot of press over the years. Some look to outsourcing as the savior of their company, while others see outsourcing as an evil, job-killing management tactic. Before you start to evaluate if an outsourcing strategy is right for your company, you need to understand what it is and what it is not.

Pros and Cons of Call Center Offshore Outsourcing for Business

Call center offers the inbound and outbound both the services to others companies no matter the product and services offering is related to inshore or offshore. An offshore outsource call center business mostly worked as a BPO (Business Process Outsourcing), its mean the agent or representatives have not directly relation to the company. Offshore outsourcing business have many pros as well as cons itself, the service provided by the offshore center can be include inbound and outbound services, technical support, chat support, financial support centers.

4 scenarios where customers still crave phone support

Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves don’t think about customer service models at all. They just want answers to their questions and solutions to their problems.

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