A better psychological understanding of the needs of your customers can help elevate their experience from acceptable to exceptional. What does psychology have to do with customer service? Well, if you believe that the experience of your customers is unrelated to the service you provide, the answer is nothing.
Social media customer service may be the way of the future, but customer outreach marred by ineffective agents and slow service may do more harm than good. The days of phone support are going out the window. According to online research done by Harris Interactive, the customers of today expect personalization through a variety of […]
When it comes to managing employee performance, one-on-one coaching can offer advantages not found with any other method. A common philosophy in the business world is that employees aren’t loyal to a company, they’re loyal to a leader. A good leader is someone who knows the strengths of their team, motivates them to improve, and […]
When problems in the contact centre require dedication, flexibility, and innovation, your customers need more than what the average agent can provide. Contact centre agents need to adapt to the changing expectations of the customer service world. As customers become empowered with online resources and self-help troubleshooting, the realm of customer service moves away from […]
Performance metrics and annual reviews are a thing of the past—the future of employee management is all about communication, cooperation, and teamwork. An essential part of management is reviewing employee performance. This is usually done in some type of annual performance review where the manager drags an employee into their office and laundry-lists their shortcomings […]
Any effort to improve your understanding of your customers should be backed by the framework provided by a comprehensive customer journey map. Improving the customer experience. It’s a goal that’s just as lofty and exactly as vague as “lose weight sometime after the new year.”
In addition to allocating more resources to new technology and multichannel outreach, unlock the hidden value in improving the “soft” skills of your agents. Can your agents answer the phone? Can they take down information? Do they follow a script well? If you answered yes, then great! Your team has their “hard” skills down.
How to tap into the host of benefits contact evaluations and quality assurance monitoring offer for better customer service. If you’re in the customer service industry, evaluating the quality of your agents interactions is a critical success factor. You have agents whose job it is to represent not only your contact centre, but also your […]
Staffing your contact centre with the right team is essential to the success of your customer service. There’s a saying in the customer service industry: “Customer service isn’t a department — it’s a lifestyle.”
How does customer service for rental properties differ from service for other businesses? It doesn’t.