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

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Level Up: Improve Customer Experience With Agent Engagement

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Agents are the heart of your contact centre, and in order to create the most positive customer experience that you can, they must be ready, willing and able to deliver their maximum efforts.

Motivating agents to go beyond their job description requires providing the proper tools, providing incentives for high performance and involving agents in the company in a more integral way. Here are five handy tips for maximizing agent engagement in the contact centre for a better customer experience. Read more →

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6 Tips for an Amazing Customer Experience

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How to get past the challenge of delivering total customer satisfaction by focusing on taking the process one simple step at a time.

Complete customer satisfaction is the contact centre’s Holy Grail: much sought after but seemingly impossible to reach. A positive customer experience is vital to the success of any business, but maintaining a user-friendly and efficient support system can be difficult to achieve. Think you can afford to let customer experience slide? Think again: market research from Harris Interactive found that nearly 90 percent of consumers have ceased doing business with a company because of unsatisfactory customer service. Here are some tips and tools that can ensure you’re providing the best possible experience for your customers. Read more →

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Hold the Phone! How to Reduce Call Abandonment

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How to eliminate costly dropped calls for a thriving, efficient contact centre.

Caller abandonment is tremendously frustrating, both for your contact centre and for the customer who gives up the line after an impossibly long hold. As your business grows, rising call volume inevitably leads to a corresponding increase in call abandonment rates. These dropped calls can be costly and damaging for customer retention, but it’s not always easy to keep customers on the line. Here are six tips for reducing the rate of caller abandonment in your busy contact centre. Read more →

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Improving the Customer Experience with Call-backs

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How to improve efficiency of your contact centre and increase customer satisfaction with a call-back option

Your customers have some serious “hang-ups” about waiting for service on the phone, don’t they? And who wouldn’t? Being put on hold can feel frustrating and make you wonder if you’ve been forgotten. With each second that your customer waits, their annoyance increases. Ultimately, you may take the call to find an upset client on the other end, or worse, the dreaded customer hang-up. A survey conducted by Virtual Hold Technology found that 64% of customers hang up if they are on hold for over five minutes. And those who remain have been known to start tweeting their discontent, discouraging your other clients from trying their hand at reaching an agent. Read more →

Social media on smartphone

From So-So to Solid: 5 Social Media Benefits for Contact Centres

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How to use social media in a masterful way to help improve standards of service without getting caught in a training trap.

Over the last several years, there has been a marked shift toward businesses providing some aspect of customer service via social media. Though there are still many holdouts, companies taking advantage of smart social tools stand to benefit significantly. In fact, Twitter and Facebook, two of the most popular social media channels and those most frequently used in the customer service setting, boast over 1.5 billion users between them. Read more →

The Human Touch to Customer Service [Infographic]

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How to cross the threshold and deliver truly amazing customer service.

There are a lot of online resources out there that offer guidance on how to provide great customer service. Many make claims about doing particular things, which will help resolve customer service issues. However simply “doing” won’t necessitate that change. You need to be engaged and make connection with your client to deliver truly legendary customer service to them. That’s why we’ve created this infographic on how to give that human touch in a digital world. Read more →

The one ring

One Goal to Rule Them All: Why Customer Experience Matters Most

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How to cut through confusing and competing contact centre goals and put the focus on the single most important mission: improving customer experience.

Contact centre managers have a number of competing priorities, but there’s simply no question that customer experience is what matters most. Research from Harris Interactive states that a full 86 percent of customers claim they will shell out up to 25 percent more to get a better customer experience. If you’re not putting your operational focus squarely on improving the start-to-finish relationship your customers have with your company, you’re likely missing the mark. Read more →

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Lean & Mean – 10 Ways to Improve Process & Productivity

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How to improve contact centre processes to benefit both your customers and your business.

Running a thriving contact centre that provides seamless, consistent customer service means productivity must be a top priority. In order to create a system that works for both your business and your customers, you must put the focus on streamlining your processes so agents can concentrate on solving client inquiries while you save money by eliminating inefficiencies. Here are 10 ways to streamline your client service centre’s operations in order to create a lean, mean customer service machine: an efficient, efficacious contact centre. Read more →

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5 Smart Social Media Strategies for the Contact Centre

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How to tap into a smart social strategy to help you form thriving relationships with your customers by satisfying their thirst for connections.

Social media is a powerful way for companies to connect with consumers. In fact, CFI Group, a customer feedback analysis company, found that adding an effective social media service improves customer satisfaction rates by up to 20 percent! The trouble is it’s tempting to think of just having social channels as enough. Unfortunately, getting up and running with social media is just the first step toward establishing a thriving presence. Once you get set up with Facebook, LinkedIn, Twitter, and more, you have to actively engage with your friends, fans, and followers in order to be a bona fide social media powerhouse. Read more →

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7 Small Changes for Big Improvements in Customer Service

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How to improve the customer experience by making relatively small changes that leave a major impact.

It may be tempting to think of improving customer service as a monumental task, but the truth is there are big improvements you can make with relatively small investments of time and resources. All that’s required to accomplish an impressive improvement in your customer service model is a simple paradigm shift. Read more →