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

Customer Service Agents providing service

How to Develop Essential Customer Service Skills

Customer service is about so much more than putting on a smile. Here are the 6 most important practices for developing the customer service skills your agents need to have.

The arena of customer service has grown tremendously in just the last generation. Today, delighting your customers requires so much more than the age old “service with a smile.” Read more

Agents delivering a great customer experience

The Value of Prioritizing the Customer Experience

Contact centres who focus their efforts exclusively on customer service may be missing out on the benefits to revenue and loyalty that an enhanced customer experience can provide.

Most contact centres these days are allotting a fair amount of their budget towards improving their customer service initiatives.

Why wouldn’t they? It’s the whole reason they exist, right? Read more

Contact Centre Loyalty

Examining the Customer Experience Impact on Loyalty

When it comes to building brand loyalty, nothing matters as much as providing an engaging and effective customer experience.

We’re all familiar with how a customer’s experience can affect brand loyalty, but just how much influence does it have?

A survey conducted by Ovum of contact centre managers and customers found that 76 percent of customers will drop a business after a single bad experience. Consider that for a second — less than 25 percent of the population is willing to give your business a second chance if you blow it on the first run. This highlights one of the most critical lessons of building a loyal following of consumers: Read more

Telephone Keypad Detail

The Tech Advantage: How Your IVR Can Enhance the Customer Experience

Your voice response systems can provide solutions that improve the experience for both your customers and contact centre teams.

One of the most common complaints about dealing with contact centres is the wait time that customers have to endure during times of high call volume. This issue can be addressed by adding more agents to your staff or trying to reduce call handle time, but these solutions may only go so far.  Read more

Fresh lemons in supermarket

Lemonade from Lemons: How to Use Customer Feedback

How to collect and make use of customer feedback in a way that matters.

A poor customer experience means reduced sales. According to a 2014 Parature State of Multichannel Customer Service Survey, 65 percent of surveyed customers said they’ve cut ties with a brand because of a single poor customer service experience. And while you and your staff may feel that your contact centre is doing its part to deliver to optimal customer service, what about what your customers think? Read more

Kpi Or Key Performance Indicator Text On Block

Adding Up the Right Key Performance Indicators

Learn how the right key performance indicators can help your contact centre improve, prepare for volume spikes, and satisfy your customers.

When it comes to any game, business or activity, it helps to evaluate your performance. Key performance indicators, or KPIs, are metrics that can help you determine how your contact centre is doing in any given arena. Read more

Excited, happy girl giving thumbs up showing success, isolated on pink background.

Strategies for Powerful Customer Service Outreach

The best customer service includes not only problem solving measures, but also creative strategies targeted toward customers outside of the contact centre queue.

The value of good customer service is well known in the online world, but creating an outstanding customer experience is easier said than done. More businesses are now making customer service a spending priority, as 68 percent of businesses plan to shift towards customer care as a primary investment target, according to a 2014 Call Center Executive Priorities Report. Contact centres are slowly beginning to adapt their practices to reflect the changing customer service needs of a time when phone outreach and email aren’t enough. Read more

Business Man Using Digital Tablet

The Future Is Now: Providing a Modern Customer Experience

Deliver the ultimate 21st century customer experience with these 5 contact centre tips.

As technology booms, the average user is quick to keep up. Every year, there is a new iPhone, a more convenient payment method, and a more advanced interactive gadget, and keeping up with the latest has never been more, well, exhausting. Sure, your colleague or neighbor or even your kids might have no trouble adapting to new technological developments, but what about your contact centre? Sadly, while customers have by and large embraced 21st century trends and simplified methods of communication, the majority of businesses have remained stuck in the past. Read more