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The True Cost of Losing a Customer

by Susan Preiss in Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing, Susan Preiss

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: •  37% of customers would change their supplier •  28% would post a negative online review •  26% would […]

 

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RFP Questions to Ask About AI in the Contact Center

by Kim Campbell in Artificial Intelligence, Contact Center RFP, Contact Center Technology, Customer Service Outsourcing, Kim Campbell

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact […]

 

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