I still remember the first time I came across Knowledge Process Outsourcing. I thought it was just another fancy word for BPO. But once I dug deeper, I realized KPO is a whole different level. What is KPO? In simple terms, it’s when a company outsources tasks that require brains, not just hands. These are … Continued

Inbound customer service is the promise of every customer service outsourcing company. It has to do with the management of the questions that come from the customers via numerous channels like phone calls, mails, social media, and live chat. Normally, these interactions are started by the customer because the customer may require help, information or … Continued

Outbound customer service plays a key role in managing customer relationships by actively reaching out to them. Instead of waiting for customers to make the first move, companies take the initiative. The goal? To boost customer happiness, keep them coming back, and build loyalty. This approach includes a range of activities like sales calls, satisfaction … Continued

What is customer retention? Customer retention refers simply to the capability of a company or its product to reserve its clients for a specific duration. Customer retention is how often a customer repurchases a product or service from the company. It is essential for businesses because it is more economical to retain existing clients than to … Continued

First Call Resolution (FCR) is one of the key parameters in customer service. It demonstrates how support teams resolve problems at once without the need to repeat the call. High FCR rates make customers happy by quickly solving their problems. FCR plays a major role in customer satisfaction, engagement, and brand loyalty that it should … Continued

Winning new customers is crucial, especially for customer service firms. It’s like making new friends in the business world. You look for people who might like what you offer. Then, you chat them up. You get them excited. Finally, you convince them to pay for your services. Companies use a mix of smart strategies and … Continued

The Net Promoter Score, often just called NPS, is like the heartbeat monitor of customer service. Especially for those companies that are the middlemen handling support for others. It’s this nifty, easy-to-digest metric that gives us the scoop on how customers are really feeling about a business. Imagine it this way: there’s just one question … Continued

Customer Experience Management, or CEM for short, is essentially how businesses keep an eye on, take care of, and smooth out every single interaction they have with their customers throughout the whole journey of the customer. The big goal? To make sure every time you and the company cross paths, it feels great from your … Continued

What is CRM? Customer Relationship Management (CRM) is a way for businesses to better understand and connect with their customers. It uses strategies, processes, and tools—often special software—to manage customer information, track interactions, and improve communication. In simple terms, CRM helps businesses: The goal is to build stronger relationships, increase customer satisfaction, and drive business … Continued

Connexa Press Release Significant improvements experienced in first month. Response times reduced by 1000% Customer Satisfaction improves 12%. Windsor Mills, MD, Dec. 19, 2023 (GLOBE NEWSWIRE) — Connexa Sports Technologies Inc. (Nasdaq:CNXA) today confirmed it appointed ArenaCX, a company that specializes in building and scaling Customer Experience (CX) operations for brands across all sectors, as a strategic partner for the … Continued