The secret’s out—motivated agents are productive agents. As expectations for customer service quality continue to grow (the 2015 State of Multichannel Customer Service Report revealed that 60 percent of consumers have higher expectations for service quality than they have in years past) contact centres must take all steps to make sure they can deliver the […]
Contact centre leaders and contact centre managers sound similar, but share very different responsibilities to those under them. Did you know that a 2013 customer service survey by Deloitte found that 62 percent of organizations viewed customer service that was delivered through contact centres as a competitive differentiator?
Strategies for maximizing the potential of your contact centre workforce. Proper coaching is the secret ingredient to quality customer service. Agent coaching builds the skills of your workforce and tightens up the weak areas of your customer service.
Effective contact centre agents must be supported by a corporate culture that empowers them to succeed. How much impact does your internal culture have on customer service?
Managing an online reputation isn’t easy in the wild world of social media. Reputation management has always had a place in the business world. Your reputation is the unmeasurable metric that drives new business. Reputation is word of mouth, people talking, and sharing opinions about their experiences with your brand.
Service teams that aren’t properly trained are giving customer service a bad name. As sad as it is to say, people don’t always expect much from customer service. The 2015 SDL Global CX Wakeup Call Report demonstrated this—according to the data, 45 percent of customers couldn’t remember having a successful customer experience. Service failures were […]
Don’t let your service fall short—keep these metrics in mind every time you pick up the phone. Among the hundreds of calls your centre deals with each day, it can be easy to get caught up in day-to-day issues and lose sight of overall performance.
There’s never a good time for a crisis to strike—make sure your contact centre is ready. There’s a storm on the horizon. This isn’t a storm of thunder and lightning though—this storm is far worse, coming in the form of emerging crises in the contact centre.
An effective client service centre can provide a seamless service experience the helps build client relationships and improves quality of life.
Customer service is a skill that should be handled by the pros. Most industries benefit from outsourcing their weak points. This is particularly true for customer service—maintaining your company’s reputation while simultaneously delivering first rate service is a tall order. Customer service is certainly a skill-based industry.