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Customer Service and Outsourcing

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5 Top Customer Service Articles For the Week of May 23, 2016 | Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. G by Jaclyn Fu (Conversocial) To deliver a socially mature customer care strategy, there must be both Investment and Innovation.

This chapter focuses on insights and practical tools you can use to demonstrate social care ROI and build the business case you need to propel your efforts to the next level. My Comment: Social (media) customer service/care is a hot topic. Yet, it surprises me that more companies aren’t as active as they should be on monitoring what their customers (or anyone) are saying about them – both good and bad. 8 Business Tips from the Top Customer Loyalty Program Trends of 2016 by Bea Hernandez ( You have to keep track of the latest trends and developments to make sure that your customer service stays competitive.

The Crave Report by Nicholas J. How Does Technology Impact the Customer Experience? At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs, described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliver an ever more personalized, innovative customer experience. Technology not only enables personalization, but also enhances accessibility and consistency of customer experiences. Technology has become an indispensable part of modern living. From mobile devices to smart phones to personal computers, all the way up to ads on LED screens and social media. The team at Merlin recently shared their insight on the role of technology in the customer service experience.

They add some unique ways that technology is changing the way we connect with and serve customers today. Just how important Technology is to Customer Service in Today’s Time The potential that technology enables for customer experiences is exciting. 7 Things to Consider When Deciding to Outsource Technical Support - Merlin. Outsourcing services have been in use for a long time due to their numerous benefits, regardless of the particular organization’s size, industry and job requirements. Before, the decision to outsource was primarily to save on operational expenses.

But, today, it is in high demand because it helps businesses function more effectively without the need to source new talent. Outsourced services such as technical support have the skills needed to fulfill associated business needs without the complexities of building your own in-house technical support team. However, before you outsource your technical support, remember that it is a critical decision that needs plenty of time and research for proper consideration.

Here are some important things to keep in mind: 1. Physical Requirements Outsourcing will work if there is no need to have people physically present on-site. 2. 3. Relative to the availability of staff, quality of talent can also be a concern. 4. 24/7 Benefits 5. 6. 7. 5 Factors to Consider in Assessing your Inbound Call Center Software. Is your inbound call center relying heavily on your software solution? Have you encountered instances where your software failed and caused inconveniences to your business operation? If you’ve answered yes, then it’s time to evaluate your current software’s capabilities and maybe consider making an upgrade too. To help in your decision-making, here are 5 factors to take into consideration to properly assess your existing inbound call center software. #1. Accuracy of Caller’s Information Since your callers are the most important assets in your operation, not being equipped with the necessary information about them can result in delays in delivering the services they need, as well as affect your company’s credibility.

This information must contain but is not limited to their basic details. . #2. In relation to devising the appropriate customer service approach, the effectiveness of your call center agents should also be evaluated. . #3. . #4. . #5. About the Author. 7 Tips to Personalize Customer Support. 6 DIY Market Research Methods For The Budget Conscious. Any business owner worth his salt knows that market research is an important component of achieving long-term success and winning loyal customers. Regardless of whether you operate a large business spanning across several continents, a small mom and pop store down the road, or an e-commerce website, conducting market research is one of the best ways for you to gain insight into consumer behavior, which in turn will help determine your next strategic business move. A limited budget is no excuse not to do market research.

If you’re unable to hire a team of experts right now, there are a number of ways and methods you can still use to get the benefits of a good market research effort. It doesn't have to make a dent in the bottom line. Here are a few methods those with tight purse strings can try now. 1. Evaluate your competitor’s marketing approach and compare it against your own to find out what your customers prefer and what they are attracted to the most. Ask for feedback. 2. 3. 4. 5. 6. Customer Service: How Important is Tech Support to Your Growing Business? Whenever we acquire a new gadget or an appliance, we are eager to use it, most of the time skipping the operation manual. When a problem occurs, first thing that we usually do is to contact customer service for assistance.

The customer gets frustrated when they are not assisted properly, which most of the time leads to sour remarks against the company. This is why tech support is important in customer service. Here are a couple of reasons that discuss the importance of having a tech support if you want to keep customers happy and grow your business: It helps maintain first-call resolution strategy Although, it’s just human nature to seek for help, unfortunately for both consumers and technical support representative, it could be annoying to fix the same concerns everyday. It helps increase sales A company can increase its sales if they have an exceptional technical support team. A good technical support is when a company provides user-friendly assistance to its consumers.

5 Must-Have Call Center Software to Improve Customer Service. If you’re a call center company, customer service is the heart of your business. Good customer service makes way to customer satisfaction. If customers experience long wait times or ineffective agents, they may get frustrated and unhappy with your service and may start looking for other solutions; that’s why it’s always important to focus on improving your call center operations. This is where call center software products come in. Software products can make complicated processes in your everyday customer interactions way easier.

Today, most of call center solutions provide a decent set of functionalities like ACD, IVR, quality monitoring, reports, predictive dialer, CRM and many more. But advanced call centers require a number of sophisticated and powerful software products in order to cope with emerging trends in various industries. Below is a list of the top 5 must-have software for your co-sourced call center workforce. 1. 2. 3. 4. 5. Social Media Customer Service Guidelines for the Holiday Season. 4 Ways to Level up Your Social Customer Service This Holiday Season. Outsourcing Medical Claims Processing.

There was a time in the past when the tedious and complicated task of medical claims processing was a hands-on responsibility for physicians and doctors. Healthcare providers had to manually code and submit claims to a patient's insurance company in order to get paid, but those were the days. Now with the help of medical claims processing outsourcing, our healthcare professionals are finally getting the fruits of their labor in a quick and efficient way. Outsourced medical claims services provide a full process deal for many healthcare organizations including insurance claims, accident claims and injury claims.

They allow doctors to focus on patient care, without having to worry about the hassle of billing and accounting. How medical claims processing works According to A-One Biz Solutions, a medical billing solutions provider, “Day by day, medical claims are being processed in a large volume, and a lot of work goes into the end-to-end process of collecting claims. Finance and Accounting Outsourcing Reduce Stress from Back-End Processes. An outsourcing company can allow small and medium-sized financial services to incorporate improved risk management solutions into their business models. It takes a lot of work for any business to be able to offer a high-quality service. What customers see from their vantage point often represents only a small fraction of the energy commitment that ultimately went into making sure the company’s offerings are in fact fully up to speed and compliant with existing rules and regulations.

Recommended for YouWebcast: Sales and Marketing Alignment: 7 Steps To Implement Effective Sales Enablement Especially in the financial services industry, businesses must manage a variety of back-end processes that ensure safety, proper risk management, and compliance. For small and medium-sized organizations, many of these processes are complicated and time-consuming.

When the task deals indirectly with overall customer satisfaction In the business world, everything ultimately has to do with the customer. Customer Service: 4 Myths You Shouldn’t Believe. It was Bill Gates who mentioned, “Your most unhappy customers are your greatest source of learning.” While companies need to know the difference between dissatisfied and a satisfied customers, both can either make or break you. We often think customers are dependent on the company when it’s the other way around. Customer service is the only topic that has been up for debate for as long as anyone can remember. There are heaps of misconceptions about customer service out there. To break the chain, here are the top 5 myths you shouldn’t believe at all. Myth 1: Customer service outsourcing does not improve the customer experience. Some may say customer service is easy, and can be as simple as communicating with another person.

Myth 2: Customer service is NOT a marketing strategy. Myth 3: Fewer complaints mean happy customers. Myth 4: Spending on more calls mean decreased revenue Following myth number 3 is another unbelievable fact. Your Guide to Digital Customer Experience Strategy for 2016. Guest Blog: 5 Reasons Why Outsourcing Your Customer Service Can Be A Smart Move. This week on our Friends on Friday guest blog post, my colleague Alleli Aspili talks about the challenge of companies providing excellent customer service and explores the option of outsourcing. – Shep Hyken You’re a growing business and painting the best vision for your company.

One of the things you want to achieve is to provide satisfying and convenient customer service to your consumers while keeping your costs low. Whether online or via the telephone line, you want your customers to have the flexibility to contact you. You swear to yourself that there’s no way you would have the old ringy-dingy call center that answers unattended phones. You target to meet customers’ needs in any way possible. But the problem comes from your in-house staff doing your customer service. Should you outsource your customer service? Customer service is an important aspect of any business. One way to improve your customer service and win consumers’ loyalty is through outsourcing. Cut costs and save BIG.

Guest Post: Expanding your business globally | Bookkeeper's Blog. Expanding one’s business globally used to be something only large enterprises can do. However, technological advances have enabled smaller businesses to grow globally with the help of outsourcing companies. Outsourcing has enabled people to work from anywhere and with anyone in the world, making it an accessible strategy even for small businesses. With access to a global pool of human capital, small businesses are now able to compete directly with bigger players. Outsourcing, though, is an undertaking that must be planned carefully. Choose a location Choosing the right location is critical because it has to be aligned with your long-term business and financial objectives. Consider cultural and language barriers that might hinder operations. Decide what to outsource Choosing which tasks to farm out will require you to take a hard look at your business and determine your strengths and weaknesses.

Choose the right partner Identify the right technology Identify performance metrics Alleli Aspili. Guest Blog: 5 Reasons Why Outsourcing Your Customer Service Can Be A Smart Move. Customer Service vs Customer Experience: How They Differ and Why They Matter. How to Take Advantage of Accounts Payable Outsourcin. 5 Classic Examples of Great Customer Service Across the UK. Checklist for Writing an Excellent Customer Service Email. The Benefits of Outsourcing: A Guide for SMEs. 6 Reasons You Need a Multilingual Customer Support - Merlin. The Latest in Outsourcing: July 2015. 4 Signs Your Company Needs to Outsource Project Management. 4 Key Factors for Outsourcing Success. 9 Tips to Achieve Successful Online Customer Service. Qualities of the Perfect Customer Service Representative. Business and Social Media Strategies to Boost Customer Service Quality. Top 10 Customer Experience Influencers to Follow.

Top Customer Service Groups to Join on LinkedIn. Starting a Business? 5 Things You Can Outsource. Philippines VS India: Which is the Better Outsourcing Destination? [Infographic]