Make 2026 the year you focus on retention over acquisition. While growing your audience is important, keeping your existing audience loyal is key to the health of your bottom line. With the costs of acquiring a new customer being somewhere around 5-7x the costs of retaining one, working on building relationships and loyalty is a […]
Retention Starts at the Call Center: Here’s How Read More »
The busy season is fast approaching, which means that your customer service lines are about to light up. Whether you’re a non-profit staring down giving season or a company selling giftable products and services, here’s how to set your customer service team up for success when the calls start coming. Define Responsibilities and Success Metrics
CEOs, Set Your Team Up for Success Now Read More »
For non-profits, giving keeps the lights on. But when you fall into the trap of treating giving as a transaction, you risk burning through goodwill and alienating your generous donors, leading to donor fatigue and drop-off. After all, those who give to non-profits do so knowing that they won’t receive a physical good in return.
It’s Time to Treat Giving as Engagement, Not a Transaction Read More »
AI can’t solve every retail problem, but it can solve many of them. When unleashed on your company and customer support data, it can offer real-time, personalized, strategic support that helps meet business goals, frees up your in-house staff, and guides customers towards making smart purchasing decisions. With $199b in 2023 holiday sales influenced by
Why Retailers Who Ignore AI Will Be Left Behind Read More »
AI QA (Artificial Intelligence Quality Assurance) in a call center is the use of artificial intelligence to monitor, evaluate, and provide insights on customer interactions (voice, chat, email, SMS, etc.). Instead of relying only on manual reviews—where a small percentage of calls are sampled—AI QA analyzes 100% of interactions automatically. It evaluates calls against pre-set criteria (compliance, professionalism,
The consumer electronics sector is projected to bring in $537B in 2025 – up 3.2% YoY. According to the American Customer Satisfaction Index, customer satisfaction in the sector lags in some areas, mostly in household appliances. To keep customers happy, consumer electronics companies should not only deliver a great product but also ensure that customers
Why Consumer Electronics Companies Need a Call Center Read More »
The longevity of a non-profit is all about relationships. The more you can nurture relationships with your donors and volunteers, the more resources you’ll have at your fingertips to drive giving and fulfill your mission. But if you’re trying to build those relationships using an offshore team, you might find yourself facing an uphill battle.
Why Non-Profits Need 100% US-Based Agents Read More »
Scroll any website or watch any ad, and it’s clear: artificial intelligence is the buzzword of the moment. But if everyone is using AI, what truly sets one brand apart from another?
Why AI Isn’t Always the Answer Read More »
In an age of digital outreach, a telephone call might seem old-fashioned. But that’s part of the appeal. Analog and human, phone calls are a vital part of any fundraising campaign – whether it’s making an initial appeal, following up to say thanks, or reaching out to donors who have given before. Here’s how phone
Why Phone Calls Still Matter for Nonprofit Fundraising Read More »
For today’s customers, a fragmented customer service experience is bad news. Consumers expect brands to meet them where they are – and to be able to pick up a customer service interaction without retreading old ground. This is where brands that have invested in omnichannel support are taking the lead. Here’s what to know.
Make the Switch to Omnichannel Today Read More »
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