Learn about improving contact centre customer service by exploring related blogs.
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 →
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. Read more →
Where would we be without consumer feedback?
If the contact centre’s role is customer relationship management, then direct feedback from those customers is worth its weight in gold. Read more →
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 →
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 →
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 →
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 →
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 →
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 →
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 →