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Alicia Gray

Alicia Gray is an online journal editor and BPO outsourcing industry analyst, and writes about technology. With a vast experience of the call center industry, her writing specializes in Contact Center Services. Currently working with one of the BPO services provider of the world, her role has been instrumental in assisting businesses to choose the right BPO Services.

A competent data entry service provider can diligently assess the data entry needs of your enterprise and deliver services accordingly. So, outsourcing this backend operation will surely be remunerative. How To Spruce Up The Performance Of Your Contact Center? Customer service is a crucial aspect that can decide the fate of businesses in almost every vertical.

How To Spruce Up The Performance Of Your Contact Center?

This is the reason why today so many enterprises avail expert help to deliver flawless customer service experience. The increasing number of organizations opting for call center outsourcing has certainly been propitious for businesses in the call center industry. However, with more and more competitors and industrial giants like Amazon making their debut in the call center industry, businesses in this domain are facing a new challenge.

This challenge is staying attuned to the new innovations and trends of the customer service industry. If you are a call center service provider then you sure can understand that how difficult it is to thrive in today’s competitive landscape. Strategize. A Few Valuable Leadership Tips For Call Center Managers. A bad manager can compel a good work resource to leave the organization and can deteriorate motivation at the workplace.

A Few Valuable Leadership Tips For Call Center Managers

Some people believe that being at a managerial position is all about bashing subordinates and putting pressure on them. This actually isn’t a great idea and any individual who follows it will most probably not survive in the industry for long. Call Center Outsourcing Vendors in Tri State & Outsourced Contact Center Services. Make Your Customer Support Process Proactive With Outsourced Call Center Services. Boost NPS & CSAT Through Customer Mirroring. We’ve been talking about Customer Mirroring℠ with our clients for years.

Boost NPS & CSAT Through Customer Mirroring

It’s a process that we pioneered, and it’s a part of the Vcare secret sauce that has helped our clients achieve industry-leading NPS and Customer Satisfaction Scores. How To Achieve Industry-Leading Customer Care Through Hiring & Training. In our sessions with clients, and with prospective clients, the question inevitably comes up.

How To Achieve Industry-Leading Customer Care Through Hiring & Training

How can you promise such high satisfaction scores, first-touch resolution rates, and customer service cost reductions? While it’s more fun to talk about the Vcare “secret sauce” – our answer is always the same. Pros and Cons of Customer Care Onshoring, Offshoring, and Nearshoring. There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog.

Pros and Cons of Customer Care Onshoring, Offshoring, and Nearshoring

Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options. 23 Customer Care Best Practices From Retail Leaders. The 6 Most Outdated Myths About Outsourced Customer Service. We’re about to break down the six biggest myths in outsourced customer service for you.

The 6 Most Outdated Myths About Outsourced Customer Service

These are myths that have been propagated for decades – you’ve likely heard many of them before – and they apply to all industries, from Retail & Ecommerce, to Wireless & Telecommunications, to Health Care. But first, let’s take a moment to talk about you, the customer experience executive. Often, when you first start the dialog within your company about outsourcing, you can be met with some serious pushback… Bill in Marketing & Communications…“But they’re our customers – only we can help them!” And…Steve in Product & R&D…“Who could possibly know our products and services like we do?” But the reality is that outsourcing is like any other strategic business activity. A partner who doesn’t communicate often enough, transparently enough, or effectively enough is not a good partner, and any strategic initiative will be doomed from the start. 1. 2. 3. 4.

The Vcare Big List of Customer Care Conferences. It’s that time of year again – time to map out your budget for industry conferences and events.

The Vcare Big List of Customer Care Conferences

Conferences have huge value for brands looking to learn, network, and even find their next strategic partner. We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Generally speaking, there are two main aspects to each event. The first part is the Expo Hall; this is where your team can explore new solutions, demo cutting edge technology, and put names to faces with vendors, tools, and partners. There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges. The second part is the Educational Sessions; this is where your team can see first-hand how others in your industry are tackling their biggest challenges.

The Big Call Center Conference List: Vcare Clients See Wild Success During 2015 Holidays. For some online retailers, the holiday season can make up 40% of their annual revenue.

Vcare Clients See Wild Success During 2015 Holidays

Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x! On aggregate, Vcare retailers saw their best holiday season ever thanks in part to world-class customer care. Clients met all of their customer care goals, even on the busiest shopping days of the year. Let’s take a look at some of the highlights… Looking to learn from these successes in 2016? Vcare Supports Retailers Through Their Most Successful Holiday Season.

For some online retailers, the holiday season can make up 40% of their annual revenue.

Vcare Supports Retailers Through Their Most Successful Holiday Season

4 Customer Care Trends Moving The Needle In 2016. At $630.5 billion in holiday spending, this season is poised to be one of the biggest on record, according to the National Retail Federation.

4 Customer Care Trends Moving The Needle In 2016

But retailers have more to be thankful for than just a strong economy. There are 4 major trends at work over the past several years that are contributing to what will be a historic retail season. And it’s the top-tier retailers who understand these customer care trends who will be finding huge revenue numbers under the tree this year. Let’s break down the 4 biggest trends in retail spending as it relates to holiday customer care. 1. As the economy continues to improve, holiday spending rises, potentially for the third consecutive year. Customer satisfaction numbers must remain high, even as shopping volumes increase. The Holidays Are Retailers’ Last Chance To Inspire Customer Loyalty. The holiday season is the most critical time of the year for retailers – they can make 40% of their revenue during these few months – and inspiring customer loyalty at this point of the year can make a huge impact.

In fact, it’s your last chance. In today’s digital age, where your competitors are only a click away, customer loyalty is one of the most vital aspects to any retail strategy. Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. What's The ROI Of A Customer Care Team? 16 Omnichannel Customer Care Tips For Holiday 2015. One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. By the same token, brands need to plan for extreme traffic and scale. Peak days, like Black Friday, Cyber Monday, and the week before Christmas, your systems need to be able to handle huge traffic, and so does your staff.

Measuring Customer Loyalty Through Data. Regardless of industry, Customer Satisfaction is one of the most important elements of a successful business, whether you’re a major retailer, wireless carrier, healthcare provider, or any in nearly any other vertical. A staggering 91% of unhappy customers will never purchase from you again. Numbers like that make it difficult to grow revenue without keeping a keen eye on your customer satisfaction key performance indicators (KPIs). Customer Care Planning for the Holiday Rush.

Planning for the holiday rush is one of the most critical strategic initiatives for most retail executives. According to the NRF, holiday retail sales in 2014 rose 4% to a staggering $616B. As the web influences a larger and larger percentage of total sales, retailers are laser focused on optimizations that will impact the bottom line and customer satisfaction. Vcare company overview. Finding the Voice of the Customer Through Voice to Text Analytics. A lot has been written about how digital technology has led to an era of big data, where massive amounts of information can be collected, processed and analyzed in a way that would have been impossible to imagine a little over a decade ago. This data revolution has affected many areas of life, and business is no exception.

I firmly believe that big data and its implications will affect every single business, from Fortune 500 enterprises to mom and pop companies' writes Bernard Marr in a recent piece for Forbes. While one could spend hours trying to understand the many complex ways big data can affect business, this piece will focus on one exciting piece of technology that takes advantage of the data revolution to improve customer service center operations: text analytics.