Learn about improving contact centre customer service by exploring related blogs.
Ask an average layperson what they think of when they think about care. Health services, perhaps? How about child education? The concept of care is intricately tied to our most comforting moments, when we’ve been made to feel as if we as individuals are truly important.
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If you’ve been keeping up-to-date with our blog, or just the concept of excellent customer service in general, you know the range of advice and techniques out there that are spouted by everyone with a mind toward delivering the best customer experience: ‘Track you metrics and use automation!’ says one. ‘Coach your agents and boost their morale!’ hollers another. Still more are suggesting call-back options and a better FAQ. Read more →
The definition of customer service has changed quite a lot in the history of competitive marketplaces. While many of us imagine a warm and friendly human interaction when we think of customer service, the technology age has brought about a new definition of customer service: automation. Read more →
It’s no industry secret that customer service can consist of dreaded, anguished interactions that inspire violent urges, for both the employee and the customer. According to a Customer Experience Impact Report by RightNow Technologies, 89 percent of consumers have stopped doing business with a company due to poor customer service. If contact centres can make outstanding customer service one of their company’s primary assets, everyone benefits. Read more →
Christmas and customer service go hand-in-hand. For one, customer service is all about giving. Resolving customers’ issues means giving them what they need to feel satisfied and even excited about their experience with your company. Read more →
As the New Year approaches, it’s never too early to begin thinking about some contact centre resolutions. The most common New Year resolutions to date involve weight loss and general self-improvement. While we’ll leave the weight loss to your personal life, self-improvement is always relevant, especially in an increasingly competitive market where customer service can make or break a company’s success. Here are four handy ideas for contact centre resolutions in the New Year: Read more →
The spirit of gift-giving doesn’t only apply to the presents wrapped under the Christmas tree. During the holidays, people tend to be more generous in many other aspects of their lives, and the heightened standards of the holiday season, not to mention increased demands, extend to the customer service industry. Read more →
Self-service may seem like a limited customer service option, but according to research by Forrester, 72% of customers prefer self-service over phone or email help. However, only 52% are actually able to resolve their concerns through website self-service. With metrics like that, it certainly pays to prioritize improving your company’s self-service capabilities. Follow these easy steps to maximize the potential of your self-service customer support. Read more →
As the holidays are quickly approaching, children dreaming of their Christmas splendour no doubt already have visions of sugarplums dancing in their heads. Contact centre agents, on the other hand, likely have nightmarish anticipations of overwhelming contact volume, heightened customer tensions and a need for optimal customer support unparalleled by any other time of the year. Read more →
‘Tis the season to use social media, as the popularity of sites like Facebook, Pinterest, Twitter and Instagram is skyrocketing, and consumers are increasingly expecting companies to be accessible through these channels. In fact, research from Aberdeen group shows 55% of consumers now expect companies to provide customer service through social media, while American express reports 46% have used social media to vent their frustration when companies failed to meet their needs. Don’t fall behind this holiday season by alienating your client base with out-dated customer engagement techniques. Instead, expand your use of social media using these tips in order to meet the escalating demands of doing business at the holidays. Read more →