Mirroring – The behavior in which one person subconsciously imitates the gesture, speech pattern, or attitude of another. Turn subconsciously into consciously, and you have yourself a wonderful feature to deploy while handling customer care.
With an ever-expanding range of choices (whether it’s in ice cream flavors, a new car or an insurance policy) nothing seems more challenging than choosing one over the other. After all, by opening one door, another closes. Not making any choice, however, keeps every door closed.
Customer satisfaction, brand trust, brand attachment, customer and brand loyalty: whether you’re a marketing guru following the latest trends or not, you’ve most likely seen at least one of these terms appear on your screen recently.
In the retail industry, it’s hard to go 5 minutes without someone on the business side of things mentioning the word “omnichannel.” In this environment, omnichannel means exactly what one would expect: utilizing many different channels in the pursuit of getting your products into a consumer’s hands.
A major component of a successful business operation for both retailers and manufacturers lies within the returns process. As e-commerce orders continue to be shipped out at increasing rates day after day, it is important that your returns management processes are fully optimized to take on the brunt of whatever volume may come its way in the event of a product mishap – and a strong contact center will be instrumental to that process.
Often when people think of the words “contact center” they immediately think of a bank of cubes, featuring people wearing headsets, lined up and answering calls, texts and e-mails from irate consumers looking for help with a particular product. From the business side, it’s often not seen as valuable work – more of a “have to have” requirement of doing business.
Well, those views couldn’t be more outdated.
We are excited to share the great news that ModusLink has been named the Gold Stevie® Award winner in the “Front-Line Customer Service Team of the Year – Business Services Industries” category of the 2017 Awards for Sales & Customer Service, the world’s top honors for customer service, contact center, business development and sales professionals. The awards were presented during a gala banquet on Friday, February 24 at Caesars Palace in Las Vegas, Nevada, with more than 650 executives from around the world in attendance.
The contact center is a critical component to every business. After all, it is as close to a face-to-face interaction a customer will have with a company outside of an in-store purchase, and any poor experience could have your customer walking away for good. Despite the importance placed on the contact center, managers are constantly pressured to cut costs in this area.
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