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Brand Embassy
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Be loved by your customers
Be loved by your customers

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There’s no doubt that setting KPIs in the contact center is a necessity for monitoring efficiency and improving processes. But it all depends on what KPIs you monitor; these performance indicators tend to set the direction of the contact center and the behavior of agents. Using smart KPIs for digital customer service can be the difference between a streamlined, successful contact center and one that just can’t keep up. To do so, it’s important to realize the differences between the customer service of the past and the present. http://hubs.ly/H067gNN0

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Most companies give you a topline recap from the CEO at this time of year, examining strategy, company direction and other big topics. You can read ours here. But at Brand Embassy, we believe that we're more than the sum of our parts; it's our team members who make the magic happen. So this year, we've given the floor to some of our key personnel to tell the story of their successes (and challenges), in their own words. http://hubs.ly/H05S1Jz0

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Contact centers have a big opportunity to up their game in the new year, and if they do it right they can revolutionize the way they serve customers, leading to more sales and more loyalty. Technology should play a key role in customer service in 2017. Because even the most talented agent is at a disadvantage without the right tools. So let’s take a closer look at customer service New Year's resolutions from three points of view: The customer service agent, the supervisor, and the contact center director. Here’s to a great year! http://hubs.ly/H05J0NJ0

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Social networks like Facebook and Twitter have always belonged to the customer. Brands that want success in this space, whether with customer service or marketing, need to respect its inherent customer-centricity and provide ways and tools for customers to feel comfortable while they get in contact with their brands and vice versa. Doing so will lead to more loyalty and ultimately more sales. http://hubs.ly/H05DP5R0

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¿Recuerdas aquel juego llamado “Operación”, en el que cada movimiento que hacías podía causar un nuevo problema? Transformar el servicio de atención al cliente tradicional en uno digital viene a ser lo mismo. Ya sea elegir el software adecuado, encontrar el mejor personal o simplemente completar la integración sin retrasos, existen muchos riesgos y desafíos a los que tendrás que enfrentarte. http://hubs.ly/H05xQSy0

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En el servicio de atención al cliente, las nuevas tecnologías deben facilitar el acercamiento entre marcas y consumidores pero, incluso las compañías que han apostado por las redes sociales, pueden olvidarse de que el chat en vivo es una pieza clave dentro de ese rompecabezas que supone el servicio de atención al cliente. http://hubs.ly/H05xRzS0

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Beating the competition requires getting the best data in the simplest, most efficient form possible. In social customer service, there are four tools to get more data about your customers and your competition through smart monitoring. http://hubs.ly/H05sYP70

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Get ready for a fundamental shift in customer service, because according to even conservative estimates, digital interactions will overtake voice in two years' time. But here's the good news: by giving customers the digital interactions they want, brands can actually save money while making their customer service more efficient than ever. It just takes the right tools. http://hubs.ly/H05nVTw0

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Brand Embassy Co-founder and CEO, Vit Horky, describes how digital interactions in the contact center will overtake voice in 2 years' time, and about the impact that has on digitally-committed organisations, given that:

35% of all interactions in the contact center take place via digital
56% of customers expect better customer service online than last year

This is the first in our 'CEO Series' of videos, bringing you top-level insights that will help you in your daily business.

http://hubs.ly/H05gscd0

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Customers want to feel like individuals, not numbers. That means it's up to brands to take advantage of technology without losing contact with the people who really matter. So let's take a look at the top 5 traits of human-centric digital customer service to see how any brand can make it happen. http://hubs.ly/H05cBzn0
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