Empowering Agents to Personalize the Customer Journey – Defining Your Goals

Smiling agents facing camera

Estimated Time to Read: 9 minutes (Note – This is the first of a ten-part series of posts on Empowering Your Customer Service Agents to Personalize Customer Journeys. We will release these posts weekly. So, please sign up for notifications to stay informed when new posts are released.) These days, competition for customers is more fierce than ever. As a result, […]

7 Traits Your Call Center Partner Must Have

call center

Estimated Time to Read: 9 minutes An in-depth survey by Salesforce found that nearly 60% of customers would stop doing business with a company if customer service and experiences did not meet their expectations. Let that sink in for a moment – 60%! That is a lot of lost revenue, to be sure. Of course, it doesn’t have to be that […]

Why the Demand for Call Center Outsourcing is Surging

call center

Estimated Time to Read: 9 minutes In this post, we will discuss the growing demand for call center outsourcing and why it’s important to your business. Over the last few years, it’s been obvious that the world is changing. COVID, a flailing economy, civil unrest, wars, and other world events have changed the way people work, communicate, and even how they […]

How Does a Call Center Promote Better Customer Relationships?

Estimated Time to Read: 6 minutes Nothing helps a business grow more than happy customers. Happy customers turn into loyal customers, which become repeat customers. According to research from Bain & Company, increasing your customer retention rate by only 5% can increase profits up to 95%. Better still, loyal, repeat customers are much easier to convert and make many more repeat purchases than […]

Time for a New Call Center Vendor? Here’s How to Select Your Next One

Estimated Time to Read: 13 minutes If your current customer service solution is not delighting your clients and customers, perhaps it’s time for a new call center vendor. Continue to reading to learn how to choose your next one. Outsourcing your customer service or support activities to someone else is never a simple decision. Nevertheless, modern consumers are more demanding than […]

Staying Human-Focused

human

Estimated Time to Read: 2 minutes Customer demands are heightening at an accelerated rate and that means technology will also keep pace with those needs. The pursuit for high- quality customer experience becomes the most essential mission than ever before. Brands nowadays want customer loyalty, repeated sales, and longevity, while customers want speed, accuracy, friendly customer care that is empathetic and […]

The Value Of Specialization

specialization

Estimated Time to Read: 2 minutes With the current saturation of contact centers, technology companies, and CX consultants, how does one differentiate with more value with loyal customers? It starts with evaluating what your customer journey mapping looks like and finding ways to improve and close any loopholes in the customer experience. At IA Solutions, we have witnessed and experienced a […]

Knowing Your Customer Persona

Estimated Time to Read: 2 minutes Delivering on a brand promise and brand reputation require thoughtful strategy, planning and deployment of services. As every business owner knows, to become successful in any business is to become successful in knowing who your customers are. Knowing who your customers are is the #1 criteria in designing the right marketing campaign and customer experience […]

The Customer Perspective

customer perspective

Estimated Time to Read: 2 minutes Seeing things from a customer perspective is a winning strategy. As a customer experience provider, one must discern what the business thinks is a successful customer experience versus what the customer actually experiences. Many times, the provider receives feedback from department heads that work in silo environments and picks up data of what appears to […]

Investing in Customer Experience Strategy

customer experience strategy

Estimated Time to Read: 3 minutes It’s true. It is no longer just about price or product features. It is about how the customer remembers their experience with you. Today’s businesses have evolved to focusing on human relationships and defining what a high-value, positive, memorable customer experience looks like. This has become the primary goal over price and features that businesses […]