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01.04.17 | blog

3 Tips to Make This the Year of the Customer Service Experience

As the books close on another year, it's time to identify areas to improve your business, and there's nowhere more important than in your contact center operation. For many of your customers, your customer care is the face of your organization, and all it takes is one bad interaction to drive your promoters to your competition.  

So, what should you be doing to improve this year?

1. Move Your Customer Service Operation to a Cloud-Based Solution: Nearly 80% of companies still use on-premise operations, yet 70% have plans to move to the cloud. Moreover, investment in cloud-based contact center solutions will increase threefold by 2021 as organizations seek to gain improvements in scalability, data security, and overall efficiency. Such improvements are necessary for organizations to become more agile and respond in real time to volume fluctuations to provide a fast and secure customer service experience that is cost effective for your organization.

  • How Arise Can Help:

The Arise platform is the industry-leading cloud-based solution for contact center outsourcing. We provide access to unparalleled flexibility, unmatched quality, and superior security, all while lowering total costs by upwards of 25-30%.

2. Focus on First Call Resolution: A recent CFI group study showed this is the most important element of a good customer experience. And Arise's own study showed that 90% of customers are frustrated if their issue isn't resolved after the first contact.

  • How Arise Can Help:

Using the Arise platform you can level up quality on metrics that matter (like FCR) by leveraging call centers that are made up of 100% onshore, experienced brand advocates.

3. Repatriate Offshore Customer Service: Recent Everest Study data showed that over 50% of offshore contracts are being renewed with a heavy onshore component. Our recent Arise study showed that over 90% of consumers are frustrated with language barriers they encounter as are common with offshore customer service with 27% of those surveyed reporting extreme frustration.

  • How Arise Can Help:

The Arise platform allows companies to leverage 100% onshore resources at affordable costs through the efficiencies of our cloud-based technology.

About the Author

Taylor Jones, Senior Manager, Marketing & Business Development, is well-versed in what companies need to create strong customer experiences and successful customer contact operations.

Immediately prior to joining Arise, Taylor worked at Red Ventures, managing a team of 6 associates and had P&L ownership for organic search sales & marketing performance of over 30 websites, which drove calls to Red Ventures’ sales center and produced millions in revenue annually. The multiple sites spanned numerous industries including energy, insurance & financial services, and telecommunications.

At Arise, Taylor is responsible for managing digital strategy for Arise marketing, including all SEO, SEM, social, display, email marketing efforts and analytics, as well as assisting the business development team on numerous other projects.

He holds an MBA in Leadership from Queens University of Charlotte and a B.S. in Applied Mathematics & Spanish from the University of South Carolina Honors College.

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