Learn about improving contact centre customer service by exploring related blogs.
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 new norm. Read more →
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 day, though, can numbers and data paint a complete picture of how customers perceive your contact centre? Consider the following statistic by Bain & Company: 80 percent of CEOs believe they deliver exceptional customer service, yet only 8 percent of their customers agree. Read more →
We all strive to be masters of customer service, but unfortunately, delivering quality service across multiple channels, demographics, and industries can be easier said than done. Our efforts don’t always hit the mark on the first go, making an occasional customer service revamp necessary to meet the very specific (and often temperamental!) needs of your market. Read more →
We all know that phone calls are still the dominant form of customer service outreach, but their popularity has been significantly declining over the past few years.
Why is this happening? Read more →
Does great customer service come at a cost? Building a customer experience isn’t easy, after all. Quality customer service often requires an investment of time, energy, and revenue. At what point do the costs outweigh the reward? Read more →
As they say, the devil is in the details.
This is particularly true for customer service; it’s the small things that make a quality customer experience and set you apart from your competition. The 2014 State of Multichannel Customer Service Survey by Parature listed the three most important aspects to quality customer service: getting issues resolved fast (41%), first contact resolution (26%), and polite customer service reps (12%). Read more →
In the customer service world, the struggle between two supposedly competing ideals has generated a large amount of debate—customer delight vs. customer effort. There’s no denying that it’s in your contact centre’s benefit to make your problem solving simple, but does the increased ease of service come at the cost of the “wow” factor of customer support?
Not necessarily. Read more →
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. Read more →
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 service outreach options. Similar research conducted by Harris in 2013 showed the same result—56 percent of adults agreed that they’d be more likely to switch brands if a competitor offered a bigger variety of service channels. This percentage was even higher in the 18-44 demographic (64 percent), the market most likely to utilize new forms of technology. Read more →
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 company as a whole. In addition, you have numerous customers who want only the best, most responsive support team tending to their needs. How can you encourage maximum performance in the contact centre without needlessly increasing overhead? Read more →