What do the best contact centers and MLB teams have in common? They know how to leverage the right stats to achieve big wins. Whether building lasting customer loyalty or scoring a coveted World Series victory, the best organizations know how the right data drives their ROI. As Billy Beane, famed GM of the Oakland […]
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You would be hard pressed to find an industry where market competition has not upped the ante for customer interactions. The truth is, heightened consumer expectations have thinned out any margin for error in the customer experience. Now, it only takes one bad encounter for 56% of consumers to stop using a company, and even […]
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A major retail brand sought to break with the status quo, laying the groundwork for a revamped approach to their business leveraging a new ecommerce platform and a new contact center partner.
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Leveraging Technology to Generate Higher ROI [Case Study] A major credit card issuer with 50 million people in their customer base wanted to strengthen their foothold in the BFSI market. Competition from both established rivals and disruptive newcomers was detracting from their ability to retain current customers and broadcast their services to new ones. [...]
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TLC Associates Improves Client Fulfillment & Enhances FCR By 91% [Case Study] TLC Associates first partnered with a major U.S. brand in the farming & gardening space in 2013, launching our relationship with inbound customer care support to provide our client’s customers with a seamless experience. Over the next two years, TLC optimized the performance [...]
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