Customer service is nothing without people, however, finding and retaining them is the greatest challenge of all. In the latest statistics, the average employee turnover is 15% in the UK, with contact centers turnover rate increasing to 26%.
In our latest blog, Dan Vanrenen looks into the various reasons why this occurs and identifies how to avoid this based on Quantanite’s own best practices.
For businesses looking to support their customers, IVR can be both a blessing and a curse. With 73% of customers wanting to solve service issues, yet 92% having experienced problems with IVR, what is the solution?
In our latest blog, Dan Vanrenen looks at the different types of IVR available, how they have evolved, and why they are still an essential tool for servicing customer needs.
Speaking to customers where they want to be spoken to is half the battle of customer service. With customers the world over having their own individual preferences, Dan Vanrenen looks into which ones lie within email and SMS and identifies the different challenges that companies may face when utilizing them.
Clutch, a leading ratings and reviews platform, has named Quantanite as a Top Voice Service Provider. As organizations around the world continue to grapple with challenges caused by the COVID-19 pandemic, Quantanite has been recognized for its ability to assist businesses through its outbound customer support, inbound and outbound call centers, and order processing services in its latest round of awards.
Instant messaging (IM) and live chat have become fundamental pillars of modernised, efficient and responsive multichannel customer service operations. Such is the exploding popularity of instant messaging services, today more than 40% of customers expect to be able to contact a company via live chat on their website. In our latest blog, Dan Vanrenen Identifies the importance of utilising Humans and Automation when delivering a best of breed customer service.
With customer service and customer satisfaction evolving last year due to the changes in customer behaviors. Dan Vanrenen takes a look at the increasing rise of live chat, IVR, and other service solutions, whilst addressing the importance of still utilizing inbound and outbound call functionality.
The BFSI industry is continuously changing and in this changing environment, this particular industry is under great pressure to cut costs and yet maintain high levels of service. In this Blog Bhavik Patel addresses how bots are assisting the financial services sector in providing customers with a quick, easy, and more efficient process, to help increase their agility and provide a more enhanced customer experience.
Throughout 2020 businesses have had to adapt and evolve their customer service offerings to enable their customers to have a positive experience. The problem is, this hasn’t always been the case. In this blog we highlight the difference between a businesses perceived success and the real customer experience.
For consumers, the use of online channels for purchases during Black Friday and the coming holiday season will be the norm. This means that not only must businesses ensure digital transformation but ensure that they make the customer experience a priority. So how do they do this?
Today, we announce our fourth corporate value, Entrepreneurship. Entrepreneurship at its core, is that almost magical notion that a mere idea in one’s mind can be transformed into something of value, whether it’s a manager creating an internal training academy to be used for all new hires or indeed a founder growing a company into a unicorn.
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