The Vcare Big List of Customer Care Conferences
It’s that time of year again - time to map out your budget for industry conferences and events. Conferences have huge value for brands looking to learn, network, and even find their next strategic partner. We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences.
Generally speaking, there are two main aspects to each event.
The first part is the Expo Hall; this is where your team can explore new solutions, demo cutting edge technology, and put names to faces with vendors, tools, and partners.
Pros and Cons of Customer Care Onshoring, Offshoring, and Nearshoring
There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog.
Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.
In this article, we want to break down customer service onshoring, offshoring, and nearshoring, giving you the full picture of risks and rewards associated with each model.
How To Achieve Industry-Leading Customer Care Through Hiring & Training
In our sessions with clients, and with prospective clients, the question inevitably comes up.
How can you promise such high satisfaction scores, first-touch resolution rates, and customer service cost reductions?
While it’s more fun to talk about the Vcare “secret sauce” - our answer is always the same. We pair our strategic Customer Mirroring℠ process for hiringwith an in-depth training and on-boarding process for newly hired customer care specialists.
Boost NPS & CSAT Through Customer Mirroring
We’ve been talking about Customer Mirroring℠ with our clients for years. We pioneered the process. It’s a key ingredient in our secret sauce and has helped us receive industry-leading scores for NPS and Customer Satisfaction.
What Is Customer Mirroring?
First, let’s start with a definition. Customer Mirroring is a process of identifying, hiring, and training customer service specialists. It ensures our specialists have similar personality, interests, and motivations as our clients' customers. To maximize their effectiveness, your customer service specialists should essentially ‘mirror’ your customers. Thus, Customer Mirroring.
What Magic Happens With Customer Mirroring
(v)WeCare Expert Roundtable: Retail Trends
We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.
5 Most-effective Social Media Practices for a Satisfying Customer Service
Social media today has gained an extremely powerful and wide reach, worldwide. This fact is well-recognized. It has gone way beyond just connecting long-lost friends, sharing pictures/videos and knowing new people. Today, this incredibly useful means is also being utilized for its immense customer care potential. It’s time to make the best use of this promising platform to reach out to existing and potential customers, to attract them, satisfy their queries and address their complaints, among a lot more.
3 Steps To Turn Customer Care From Cost Center To Profit Center
All inbound channels of communication that any stakeholder can use to contact your organisation are managed by an inbound customer service.
A qualified agent for customer service inbound is assigned to handle incoming calls, emails, and chats. These might be inquiries, requests for technical assistance, requests for order processing, etc. If the call centre receives more than 50% of its incoming calls, it is considered an inbound call centre solution. Spend some time deciding if you need outsourcing customer service, what features you need, and who to engage to give your call centre support.
As a consequence, they will manage incoming calls for your business to satisfy its needs.
Vcare Clients See Wild Success During 2015 Holidays
For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday.
It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x!
What's The ROI Of A Customer Care Team?
There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center.
When measuring the investment of taking a firm’s call center in-house (insourcing), of course you will include direct employee costs, such as salary, but you should also be including other overheads, such as rental costs, utilities, employee benefits, recruiting expenses, and the like.
Finding the Voice of the Customer Through Voice to Text Analytics
A lot has been written about how digital technology has led to an era of big data, where massive amounts of information can be collected, processed and analyzed in a way that would have been impossible to imagine a little over a decade ago.