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Customer service in the age of instant gratification – meeting expectations in real-time
Customer service in the age of instant gratification – meeting expectations in real-time Customer expectations have changed, with the demand for instant deliveries, instant communication and instant replies continuing to grow. But not every business and customer service team can keep up with this demand, and even the ones that can, could be at risk […]
What is customer retention and why is it important?
What is customer retention and why is it important? Customer retention goes beyond just keeping customers around. It’s about building a long-lasting relationship that turns them into loyal advocates. It’s about making sure that the people who already believe in your brand choose you again and again, all while fostering a deeper connection with them. […]
A homage to contact centre agents: the unsung heroes of your brand
A homage to contact centre agents: the unsung heroes of your brand When we think about the hierarchy in a business, contact centre agents often get the short end of the stick. They’re seen as the bottom rung, the entry-level folks – it’s the job you do before you get a ‘real job’. But that […]
The top 5 truths and myths about offshoring
The top 5 truths and myths about offshoring You may have some assumptions when it comes to offshored customer service solutions. But at Sigma Connected, we’re proud to have been offering exceptional offshoring solutions with our expert team based in Cape Town, South Africa, for nearly 15 years. That’s why we’re busting these top 5 […]
Preparing for the unexpected: strategies for maintaining trust and reputation through customer service and crisis management
Preparing for the unexpected: strategies for maintaining trust and reputation through customer service and crisis management When something goes wrong in a business, it can leave your consumers panicking, your customer service operators stressed, and put your reputation at stake. So, while we all know that life can be unpredictable, organisations should always be prepared […]
Why is the human touch so important to customer service?
Why is the human touch so important to customer service? Download Now At Sigma Connected, we believe in the power of the human touch when it comes to customer service. While technology has its place, we know that 75% of customers still prefer speaking to a real person. That’s why we prioritize a more human […]
The power of putting the human back into your CX
What are the most important focus areas when ensuring your customer service is up to scratch? Find out in our guide.
Responsible collections: the guide to protecting customers during the cost-of-living crisis
Responsible collections: the guide to protecting customers during the cost-of-living crisis The cost-of-living crisis has seen a sharp, nationwide increase in people struggling financially – so right now it’s more important than ever for businesses to uphold their ethical responsibility. With so many people facing financial precarity, it’s essential to know how to provide sufficient […]
The importance of building a human connection with customers?
The importance of building a human connection with customers? Download Now The state of customer experience today To thrive, every company must become an empathetic, human-centred organisation. Data, strategy, product or talent, will all have little impact if businesses, at their core, are not led and driven by empathy and customer centricity. To create sustainable […]
What’s the true impact of Impact Sourcing
What’s the true impact of Impact Sourcing Download Now How Impact Sourcing is a win-win for people and communities – and for business ‘Leave no one behind’. That’s the central premise of the 2030 Agenda for Sustainable Development. First presented back in 2015, the agenda acts as a blueprint for ‘peace and prosperity for people […]