The headline of a recent article in Contact Management Magazine, Top Contact Centre Trends for 2016: It’s All About Customer Experience, caught my eye. Naturally, I read the article.
Peppered throughout the article are statistics and insights from Dimension Data’s 2016 Global Contact Centre Benchmarking Report. If you are a small business owner, responsible for customer support, or manage fundraising, here is a stat and insight that will be of interest to you.
- Statistic: 82.5% of organizations see the contact centre as a key differentiator.
- Insight: The term “contact center” often refers to digital, phone and in-person “contact.” With so much “contact” moving to digital technology, the human touch is missing.
Much of the article is really geared toward large organizations, so the takeaway for smaller companies is that “a positive experience is now shown to encourage brand attachment, trust and loyalty among customers, eventually improving business performance and driving higher revenue.” Our company, On Call Centre, offers professional inbound call center services and inbound answering services that do just that for your business.
So, if your company is looking to build customer loyalty through positive customer experiences, then it’s time to learn more about our professional telephone answering service or professional inbound call centre services. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 46 years. We invite you to call us: 613-238-3262 or Toll Free 1-866-323-3344.
[The article mentioned at the start of this post is no longer available online.]