How to optimize your customer service potential by improving self-service capabilities. Self-service may seem like a limited customer service option, but according to research by Forrester, 72% of customers prefer self-service over phone or email help. However, only 52% are actually able to resolve their concerns through website self-service. With metrics like that, it certainly pays to […]
How to anticipate and meet rising customer needs during the most wonderful — and terrifying — time of the year. As the holidays are quickly approaching, children dreaming of their Christmas splendour no doubt already have visions of sugarplums dancing in their heads. Contact centre agents, on the other hand, likely have nightmarish anticipations of overwhelming contact volume, heightened […]
How to go above and beyond with contact centre customer service and set your business apart during the most competitive time of the year. Ah, the holidays. Each year they creep up on us earlier and earlier: pretty soon we’ll skip harvest time all together and jump right from the end of summer to the holiday retail […]
How to use the power of social networks to interact with customers in a meaningful way during the holiday season. ‘Tis the season to use social media, as the popularity of sites like Facebook, Pinterest, Twitter and Instagram is skyrocketing, and consumers are increasingly expecting companies to be accessible through these channels. In fact, research from Aberdeen group shows 55% of […]
Agents are the heart of your contact centre, and in order to create the most positive customer experience that you can, they must be ready, willing and able to deliver their maximum efforts. Motivating agents to go beyond their job description requires providing the proper tools, providing incentives for high performance and involving agents in […]
How to get past the challenge of delivering total customer satisfaction by focusing on taking the process one simple step at a time. Complete customer satisfaction is the contact centre’s Holy Grail: much sought after but seemingly impossible to reach. A positive customer experience is vital to the success of any business, but maintaining a user-friendly and […]
How to eliminate costly dropped calls for a thriving, efficient contact centre. Caller abandonment is tremendously frustrating, both for your contact centre and for the customer who gives up the line after an impossibly long hold. As your business grows, rising call volume inevitably leads to a corresponding increase in call abandonment rates. These dropped […]
How to use SMS to prioritize customer service, maximize efficiency and benefit the contact centre. Now more than ever, mobile phones are a hugely popular communication channel. Around the globe, mobile-only households have increased dramatically in recent years. Additionally, many people now give their mobile number as their primary contact information. In response to the […]
How to improve efficiency of your contact centre and increase customer satisfaction with a call-back option Your customers have some serious “hang-ups” about waiting for service on the phone, don’t they? And who wouldn’t? Being put on hold can feel frustrating and make you wonder if you’ve been forgotten. With each second that your customer […]
How to think like a detective about customer relationship management in order to meet and exceed customer expectations. Think of how many gruesome crimes have been solved thanks to the ingenious efforts of criminal profilers. These experts are able to make predictions about the type of person that may have committed a crime based on […]