Customer Support Archives - Page 3 of 10

25 Feb 23

Six Key Areas to Concentrate Your Efforts in Your Digital Customer Experience Strategy

The reality of the digital customer has arrived. There has been an increase in “mobile-only” customers over the past few years who favor digital and mobile tools. With mobile banking and tools, virtual customer service, and engaging shopping experiences, the distinction between the online and offline worlds continues to become hazier every day. Without using […]

23 Feb 23

Connected Journeys, Connected Data, and Connected Customers

Consumers with access to multiple channels and touchpoints expect seamless, standardized, and personalized experiences. You must be aware of their preferences and expectations in order to tailor your experience to them. You must have a comprehensive understanding of the customer journey, informed by customer and data-driven insights, in order to meet their expectations. Where do […]

22 Feb 23

Trends in Customer Experience to Watch in 2023

Over the past two years, customer-facing brands have given customer experience a newfound priority. Customers today have higher expectations that the companies with whom they do business will deliver a remarkable, personalized experience across all of the brand’s channels, that they will lead with an omnichannel philosophy, and that their customer service will be available […]

17 Feb 23

Understanding Average Handle Time (AHT) and Its Impact on Customer Experience

Average Handle Time (AHT) is a metric used in contact centers to measure the average duration of a customer interaction, including hold time, talk time, and after-call work. AHT is a critical metric for contact centers, as it helps to measure the efficiency of their operations. However, does it impact customer experience? Let’s explore. AHT […]

16 Feb 23

Will There Be A CX Reckoning? 3 Indicators That Indicate “Yes”

In terms of efforts and outcomes related to customer experience (CX), many brands made progress last year. Businesses in many different industries struggled to provide the kind of quick, simple interactions that customers expect as economic and cost pressures increased. Differentiation is eroding While lower-performing brands are doing a better job addressing CX issues, top […]

15 Feb 23

Using Artificial Intelligence to Enhance Customer Experience

In today’s highly competitive business environment, providing exceptional customer experience has become a key differentiator for companies. However, delivering such experiences consistently requires more than just a great product or service; it requires a team of engaged employees who are committed to meeting and exceeding customers’ expectations. Cegura Technologies, a leading technology solutions provider, is […]

13 Feb 23

How to Monitor Your Agents and Enhance the Customer Experience?

As a business owner or manager, one of your top priorities should be providing an exceptional customer experience. Customer satisfaction is key to the success of any business, and it is important to monitor this experience to ensure that your customers are happy and continue to do business with you. This is where Cegura Technologies […]

11 Feb 23

Why It’s Important to Offer Customer Support as a Service

Your company needs customer support as a service, also known as support as a service because it powers a positive customer experience. Your call center is a hub of activity behind the scenes that enables you to fulfill your commitment to providing excellent customer service. Facilitates Call Center Agent Onboarding And Training Setting high standards […]

23 Jan 23

What Does Customer-Centricity Even Mean?

Many companies, like people, like to believe that by claiming to have certain characteristics, those characteristics are automatically present in them. Consider the concept of customer-centricity. Does it really matter if a company claims to be customer-centric and to always put the needs of its clients first? Not really, no. Customer Focus Is Not Transactional […]

17 Jan 23

The Effects Of Good Customer Service

Giving honest, excellent customer service seems like a low bar to overcome. Putting the customer first is really the only thing a good customer service platform needs to do. It appears to be a straightforward grade-school high jump competition from the outside. Customer retention is increased by good service. If a company commits fully, one […]

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