Keep these strategies in mind when your centre’s FCR rates are down in the dumps. Of the many metrics that dominate the customer service world, First Call Resolution (FCR) may be king.
High call abandonment can be devastating to the profitability and service quality of your contact centre. Call abandonment—the telltale sign that your contact centre has failed. Well, failed might be a little harsh. Call abandonment is a complex metric, affected by countless variables that are impossible to track. Call abandonment is impossible to prevent completely, […]
The customer may always be right, but meeting their expectations is a challenge without the right data to back you up. Your customers are depending on you—not to just to meet their needs, but to predict their needs. The job of customer service, after all, isn’t really “crisis management” as we’re all lead to believe; […]
The customer service world is growing, with unique expectations for service forming across each channel. While there are many constants for what constitutes quality customer service, the leniency of your callers can greatly depend on what channel they choose. This is becoming a necessary issue for all contact centres to address—the omnichannel customer service experience […]
Reducing average handle times is an effective and essential way to create a satisfactory customer service experience. Quality customer service has become more than just a modern-day marketing buzz word. Establishing trust and communicating with your customers is an essential part of creating a satisfying customer experience, and it’s important to understand which aspects contribute […]
Learn why your current call monitoring strategy may be failing you and what your centre can do it boost its performance. It’s tough to find a contact centre without recording software these days. It’s become pretty ubiquitous technology in the customer service world, and is a necessary part of improving your inefficient call monitoring strategies.
Exceptional customer service was once considered a luxury; it’s now considered a necessity. How much impact does customer service have on business, really? Research by Gartner found that 89 percent of marketing leaders believe that business-to-business competition will be focused on the overall customer experience by 2016. Another report by Aspect Software revealed that 76 […]
While customer service is primarily focused on helping others, consumers these days want to first help themselves. Stop us if you’ve heard this one: you discover a problem with your recent purchase, so you go online to look for solutions. Seeing the wealth of self-help options, FAQs, and tutorials available, you feel confident that a […]
Excellent customer service boils down to a single concept: making your customers feel understood, valued, and appreciated. It’s no secret that quality customer service is the backbone of sales, retention, and loyalty. However, it’s a little harder to define “quality” service these days, given all the improvements in technology and service agility that are the […]
Improving your contact centre can be a process as simple as asking your customers what’s on their mind. How do you judge whether your contact centre is successful? Oh sure, you can spend all day tracking metrics, KPIs, and evaluating employee efficiency, and all those statistics might provide something useful. At the end of the […]