Customer Experience

Ever since its inception, NPS has become the darling of management teams all over, and, as such, many organizations now use NPS as their primary CSAT tool. But is everyone relying too much on a single question?

Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.

For years now, European companies have been torn between the high costs of outsourcing customer service to onshore locations and the low service levels sometimes prevalent in offshore destinations. But this is changing.

We all adhere to some sort of etiquette (or expected behavior) at some point during the day, whether it’s phone, office, or even dinner table etiquette. So why not create a chat service etiquette too?

For the games industry, customer service can be more than just a cost factor; it can be a differentiator and revenue generator. Learn five key principles for successful multi-channel player support.

Industry experts agree, Romania’s reputation as an attractive outsourcing destination is on the rise. From multilingual BPO talent to a strong ITO sector, discover why Romania should be on your list.

Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.

From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.

First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.