[Infographic] Call Center vs. Technical Support: What’s The Difference
In a world where customer support is constantly evolving, understanding the differences between the traditional ‘call center’ and specialized ‘technical support’ is vital. While these terms were once used interchangeably, the digital era has brought some clear distinctions between the two. Let’s explore the dynamic realm of customer support to uncover why some businesses are […]
Debunking 3 Customer Experience Myths that Stop Businesses from Maximizing Potential
When it comes to customer experience, consumer expectations are at an all-time high. Standard business hours are a thing of the past. Consumers want immediate responses. The concept of customer experience covers every brand/consumer interaction: from customer-facing employees, to the people and processes behind the scenes, and it is as vital to the bottom line […]
Unlocking Success: 3 Compelling Reasons to Outsource Tech Support
Reliable technical support is essential for successful business operations. However, as technology becomes increasingly complex and diverse, many companies recognize the need to outsource specialized tech support to stay competitive and meet the ever-growing demands of their customers. Still, not all companies are convinced that outsourcing this key area of business operations is the right […]
Redefining Customer Service: AI Chatbots vs. Human Agents
A massive transformation is underway, driven by the ongoing debate between the capabilities of AI-powered chatbots and the irreplaceable qualities of human agents. Businesses today are faced with a critical decision: Which is better for serving their customers – the efficiency and scalability of AI chatbots or the empathy and personal touch of human agents? […]
Elevating Customer Satisfaction: The Synergy of Technical and Soft Skills
In a world where AI technologies are making impressive strides across industries, it’s essential to recognize that human interaction still holds a unique position in customer experience. While AI can efficiently handle routine customer interactions, it often needs to catch up when the situation requires emotional intelligence and nuanced understanding. Imagine a scenario where a […]
How to Outsource your Non-core Business Functions to Support Digital Transformation
As the driver of growth, many businesses will consider core, commercial activity the priority for digital transformation programs. These are the business functions and talent that help organizations meet their commercial goals. However, growth activity only operates in complement to the non-core activity that determines the customer experience. While they can be resource-heavy, roles such […]
AI Should Support the Human Touch, Not Replace It
Driving revenue and business growth remain top priorities for business leaders. Unfortunately, the cost to serve is rising and the time it takes to secure new accounts is lengthening. This makes existing accounts a critical source of revenue, but it can be difficult to scale your customer success teams to ensure long-term customer engagement and […]
How to Develop and Optimize Customer Segmentation for Customer Success
Customer segmentation is the process of categorizing customers based on objective and subjective criteria. It helps develop the most efficient engagement models for different types of customers based on who they are and what they do. Success Coaching recently hosted a roundtable about customer segmentation that featured Tek Experts’ Head of Global Customer Success, David […]
How to Scale Customer Success and Drive Revenue with a Human Touch
Customer success leaders are turning to automation and AI as they try to cut costs in response to this uncertain economy. Unfortunately, by reducing human-to-human collaboration, businesses could be missing out on key opportunities for revenue growth. So, what’s a cost-effective solution for increasing revenue through customer success, despite a lack of resources and an […]
