Average Handle Time (AHT) is critical to measure the efficiency of a contact center. AHT is the calculation of the average period of contact between an agent and a customer. The seemingly simple measurement of time will help improve the productivity of the center. Additionally, customer satisfaction is more likely to get better after learning […]
Everything You Need to Know About Contact Centers
Contact centers handle incoming and outgoing phone calls with a team of agents (or advisors). These centers help businesses with customer support, telemarketing, market research, handling queries, and much more. Moreover, the agents help with company image as they resolve issues to create a happier, stronger customer base. KPI Connect Solutions Inc. was founded in […]
Why a Telco Should Outsource Their Call Center
Currently in the telecommunications world, there is discussion about the benefits of outsourcing call center operations. Often, a hands-off approach is seen as risky and unnecessary. However, the truth is that when a company chooses to outsource, it can be one of the most successful ways of generating and maintaining customer loyalty. There are other benefits […]
How a Building Supply Company Benefits from Outsourced Customer Service
Building supply companies are using new features and gimmicks, making the industry competitive. Maintaining a standard of quality customer service and working to guarantee that your customers receive a high level of service every day, is hard when employees have other tasks to focus on. However, how you treat your customers is important to set your […]
Why Outsourcing Your Loyalty Reward Program Support Makes Sense
Just about any business owner or manager has an understanding that gaining customers is very difficult. They also know that keeping them is even harder. That is where a loyalty reward program can make a big impact. According to MaCorr Research, 6 percent of Canadians change where they shop to get reward points. The program […]
Good and Bad Customer Service Trends
New customer service trends emerge all the time because everyone is looking to improve their company’s customer service. Your customers are the lifeblood of your company, so adopting new customer service techniques and mediums can vastly benefit your company. However, just because they are trending does not mean that all of these techniques are effective. […]