OCC Blogs

 

  T he onset of the coronavirus pandemic sent shockwaves across every sector of the corporate world. Entire industries shut down, and many had their supply chains badly disrupted. Unlike the past years when we analyze CX trends just by assessing industry KPIs to predict incremental changes, 2020 and its events caused major shifts in consumer demands rarely seen before. On that note, we discuss some of these trends that are likely to define customer experience in 2022 and possibly beyond.   Managing a Remote Workforce The coronavirus came with movement restrictions at different times and in different places. Call center agents, as well as other employees, were required to stay home and work from home. This sudden change did cause plenty of benefits, some of which include; Better work/life balance, causing up to  80% reduction in work-related stress . Significant productivity boost with up to  50% drop in employee turnover . Telecommuting has always been a trend i...

Warm greetings to all our clients and employees. This Christmas, we want to share our genuine appreciation for the hard work and business you have given us throughout the year. Wishing you a happy and blessed Christmas with Jesus, your family and friends. Merry Christmas !

  Y our network can help bolster your connections, advance your career, and access more opportunities. If you’re wondering how to create or strengthen a culture of appreciation with regards to your network, here are some really creative ideas to help you get started! Say the dang words! This is perhaps the easiest of our suggestions. And if you’re wondering what in heaven’s name is creative about saying ‘thank you,’ it because a lot of times, we never say the word at all. Don’t forget to say it whenever it’s applicable. You could say it in person or via phone or whatever medium. Just don’t forget to say it when the situation calls for it! Do it the old-school way with notes. The Great Place To Work agency maintains the Fortune 100   Best Companies to Work For   list. The agency ranks ‘thanking’ high among its key practice areas in its culture framework. That goes to show you just how much different things like old-fashioned thank you notes can make. There’s a special kind...

  T he coronavirus pandemic has got all us ruffled and perplexed, to a variable extent. Admit it that at some point we all have googled our symptoms and have got the instinct that we have become positive and possibly be dying soon, which is ludicrous. The only way to stay sane, being in isolation, is to find fun in small day-to-day activities and make the most out of it. While reading along, you will say, ‘oh yes, that’s me. I have tried this’. The following are the most common activities that people do. Check, how many of them you can relate to? Binge-watching Netflix It would be unjust if we leave Netflix or Hulu unmentioned. There is always a serial or movie to watch or re-watch.   Binge-watching shows   has been practiced as a ritual at this time. No, I am not asking you to give over. Neither are you gonna stop. All I am suggesting, is to take care of your health as well. You better don’t get a backache or eye strain because health clinics are already crowded, my frie...

  R ight now is a great time to turn customer service up a notch to build the foundation for brand loyalty and excellent brand reputation that will last long into the future. From our experience as well as those of many other innovation-driven businesses out there, we’ll recommend key factors for small businesses to help them deliver excellent customer service during and after this coronavirus pandemic. These include; Take Care of Your Staff Start by listening to employee feedback and suggestions and find a way to keep them healthy. Our adoption of “work from home” is a perfect example. Adopt similar strategies or at the very least, ensure strict social distancing measures. If your staff are not in good shape and health, your customers will suffer. Encourage Sharing and Communication Encourage proper communication and knowledge sharing among staff members so they can always stay current. Improve your BCP Strategy Your BCP is your Business Continuity Plan, if you don’t have one alre...

  We can’t wait to be back in person at the Customer Contact Week flagship event in Las Vegas, December 13-16. CCW is now the only customer contact event to attend in 2021, and we’ll be there for the incredible speaker line up, actionable and impactful session content, and unmatched benchmarking and team building opportunities. Join us at CCW and stop by for a 1:1 meet up, live demonstrations, and thought leadership discussions from our team. The event program also includes the CCWomen Summit, Diversity & Inclusion Summit, and focuses on training, hiring and retaining top talent. CCW Vegas Homepage:  https://bit.ly/3B5VJAA >>View the agenda:  https://bit.ly/2ZifJDj Use our discount code  [CCW_ONECC]  when you register to take 20% off your conference passes! To register, please visit:  https://bit.ly/3G8UHrv    #CustomerContactWeek #CCWVegas

  C onsumers in every industry experience buying pain and buyers can be categorized into three classes based on these levels. Spendthrifts making about 15% of your consumers would spend more before hitting their pain level. A whopping 61% will be average spenders while the remaining 24% will be the Tightwads. The tightwads spend less on average before hitting their pain point. Three (3) Types of Buyers Exist, Understand Each Group Which type of buyer is most difficult to convert? Of the three groups, the  TIGHTWADS  are the hardest to convert. Well, it makes sense to minimize the buying pain for this group and the others. By reframing value in a way that splits the payment into smaller increments, increasing value with bundling so consumers can pay in one fell swoop, and using the right choice of words, response rates among tightwads can be significantly increased. Admitting Shortcomings to Highlight Strengths If you’re wondering whether it would make sense to a...

  O utsourcing companies are the next big thing when it comes to customer support. These companies understand the business world and know that their service is the key to the existence of a business since customer is the backbone and bedrock of every business. Going through this article, you will understand their importance and what outsourced customer service providers can do for your business. They offer wide range of services. A   customer service company  apart from rendering customer support services to your business can help you  carry out market research  and survey via communication with your customers, asking them questions about your services as well as asking to know what they want. This will help you improve your service to suit their demands and better your chance of making more sales and gains in the ever challenging market. They listen to your customers. Since in business, the customer is king. The   customer service outsourcing company ...

  B usinesses around the world are struggling to mitigate the economic impact of the current coronavirus pandemic on their business. While many are forced to close out due to lockdown measures imposed by governments, many have been able to find a way to service their clients even with many of their physical locations shut off. No matter what your business response and strategy to the pandemic may be, it’s important to make clear plans for call center and support services to reduce annoying issues and frustrations on already burdened customers. Supporting Your Customers During the Pandemic Businesses need to support their customers now, more than ever. Governments, as well as businesses around the world, have been enjoined to maintain social distancing as this is currently the only known way to minimize the spread of the coronavirus. This is because, the pandemic, in this case, is one we have never known before now. So there’s no known cure or vaccine. With your business clients una...