Learn about improving contact centre customer service by exploring related blogs.

Customer Service Team

Fighting Back: Building a Customer Service Team that Exceeds Expectations

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 present across the board: Read more

bad reputation - telling a secret

The Social Stigma: The Importance of Your Online Reputation

A bad online reputation can turn a perfectly good company into a business pariah.

They say that thanks to the Internet, we’re never truly alone.

And when you think about it, they’re right—we’re connected to each other through more ways that we realize. Email accounts. Messenger apps. Social media. The proverbial “town hall” has made the transition to digital, with online platforms and social media becoming the hot new place to discuss emerging issues. Read more

Thumbs Up - customer satisfaction

Likes and Dislikes: Metrics for Measuring Customer Satisfaction

Understanding how to measure and leverage customer satisfaction metrics in a digital age

Customer satisfaction can be a tricky trait to measure, especially with satisfaction being so subjective. While an individual customer may consider a service, a product, or technical support satisfactory, another may not. Sometimes the disconnect is a matter of opinion. Maybe Customer A enjoyed a call center staff member’s upbeat attitude while Customer B felt the same attitude was annoying. Other times, your customer service functions themselves really could be suffering. Read more

building a relationship with your customer

Satisfaction Secrets: Building Real Relationships with Your Customers

February is the month of relationships – and your relationship with your customer is more important than ever.

The contact centre is a hub of relationships.

Yes, in the past we’ve discussed how your agents are the problem-solving first responders for crisis situations, but really, it’s not always that dramatic. Your agents are simply there to facilitate a smoother customer experience for the customers that reach out. To that end, anything your agents can do to decrease the effort of each transaction and increase overall customer satisfaction should be a priority. Read more

Man experiencing customer satisfaction

Another Satisfied Customer: 8 Ways to Accelerate Customer Satisfaction

Customer satisfaction is essential to the contact centre—and improving it is easier than you think.

In the customer service game, is there anything more important than customer satisfaction?

Oh sure, there’s no denying that metrics like First Contact Resolution (FCR) and average handle time (AHT) are essential as well. Every metric has a role to play in your customer service outreach. Read more

Stressed woman sitting on ground

Curbing Customer Service Woes: Improving Low Support Service Quality

Improving your contact centre’s service quality with proactive practices.

A company’s support centre is the backbone of public relations and customer satisfaction. Customer service is often the window through which consumers and the general public see any organization, and failing to deliver quality support at all times can be a business killer. In fact, 76% of consumers look at customer service as a test of their value to a brand. Fortunately, even your disgruntled customers can be swayed back to your side with the help of high quality customer service. Read more

Smart phone drop into the water

Abandon Ship: Reducing the Frustration of High Call Abandonment

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, but high abandonment rates are typically correlated with longer wait times, congested queues, and frustrated callers … all of which are bad news for your customer service goals. Read more

Portrait of a woman changing her mood

Building a Better Business: Customer Service Improvements

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 percent of consumers view customer service as the true test to determine how much a brand values them. Read more