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How to Keep Your Contact Center Running Seamlessly

With the Right Talent, Right Now Not surprisingly, most of my conversations with business leaders these days seem to center on one increasingly complex question: “How Can I Make Sure My Call Center Operation Stays Well Staffed and Highly Skilled?” It’s a critically...

3 Major Patient Frustrations and How to Cure Them in 2020

In 2020, patient experience, satisfaction, and retention are critical areas of focus for most medical and dental practices in the United States. If you have recently surveyed your patients (a practice I highly recommend), it's likely that the three key issues I've...

You Want To Deliver Seamless, Cost Effective Customer Care

How Artificial Intelligence is meeting today’s most pressing business needs. In a recent TechRepublic article, writer N.F. Mendoza highlights five AI trends and their very significant impacts on customer engagement. While all five trends she covers here are...

5 Reasons to Outsource Customer Service Now

Maybe you've been seeing the signs for a while: your customer service operation doesn't seem to be working. Whatever the reasons, from staffing obstacles, to scalability challenges, to lagging technology, a poorly functioning customer care platform can be a drag on...

Follow These 5 Rules and Become a Customer Service Leader

No Matter What Business You’re In… Does your customer care team deliver “Big Wow” and “Everyday Wow” moments? According to Micah Solomon in this recent Forbes piece points, customer service leaders do that. It’s part of their DNA. It’s all part of 5 core disciplines...

How to Find Out What Your Customers Really Think About Your Brand

5 Steps to a WOW Customer Advisory Board – even on a Tight Budget. There are so many ways to gather customer feedback these days. You can survey. You can ask your inbound customer service agents for insights. You can listen to calls or read transcripts. You can do the...

16 Reminders of the Importance of Customer Care

You’re in a revenue-driven business. We all are (because, let’s face it, if we’re not earning revenue, we’re not going to stay in business for long). But sometimes, if an organization is under pressure to increase revenue, or new customers, or profitability, it can be...

5 Ways to Make Your Customers Love You

They say that successful relationships are the result of continuous effort – and a solid, mutually beneficial relationship is always worth the work. This Valentine’s Day, I wanted to share my top 5 tips for making your customers fall in love with your brand, over and...

Why Treat Your Patients Like Customers?

Because that’s who they really are. Delivering a powerful, positive customer experience is the biggest challenge facing every consumer facing industry today. That is especially true in the health care sector. If you doubt me, consider a recent Press Ganey study....

It’s Time to Break from the CX Pack

With Laser Focus and Lightening Speed Have you heard the phrase Customer Experience so many times that, sometimes it seem like the whole thing has gotten a bit… boring? If you are, Steve Berry at Worthix is guessing you’re not alone. In a recent article, he reflects...

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