Smart phone drop into the water

Abandon Ship: Reducing the Frustration of High Call Abandonment

High call abandonment can be devastating to the profitability and service quality of your contact centre.

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

Young Girl Talking On Smartphone And Typing On Laptop

What They Want: Reviewing Customer Expectations of Service

The customer may always be right, but meeting their expectations is a challenge without the right data to back you up.

Your customers are depending on you—not to just to meet their needs, but to predict their needs.

The job of customer service, after all, isn’t really “crisis management” as we’re all lead to believe; it’s relationship management. Your agents are the glue that holds the customer-to-business relationship together. As such, knowing the expectations of your callers is a critical part of maintaining a positive brand image. Read more

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Multichannel Mashup: Comparing Service Expectations Across Channels

The customer service world is growing, with unique expectations for service forming across each channel.

While there are many constants for what constitutes quality customer service, the leniency of your callers can greatly depend on what channel they choose. This is becoming a necessary issue for all contact centres to address—the omnichannel customer service experience isn’t going anywhere, and delivering effective service in a multichannel world requires an understanding of how and why each caller chooses to interact each available channel. Read more

Nightmare Phone Calls

Escaping Telephone Limbo: How to Proactively Reduce Average Handle Times

Reducing average handle times is an effective and essential way to create a satisfactory customer service experience.

Quality customer service has become more than just a modern-day marketing buzz word. Establishing trust and communicating with your customers is an essential part of creating a satisfying customer experience, and it’s important to understand which aspects contribute most to customer satisfaction. Read more

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Building a Better Business: Customer Service Improvements

Exceptional customer service was once considered a luxury; it’s now considered a necessity.

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

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Empowering Education: The Rise of Self-Service

While customer service is primarily focused on helping others, consumers these days want to first help themselves.

Stop us if you’ve heard this one: you discover a problem with your recent purchase, so you go online to look for solutions. Seeing the wealth of self-help options, FAQs, and tutorials available, you feel confident that a resolution is only a click away. Flash forward 2 hours, and you’re on the phone with customer support feeling agitated and wondering what went wrong in your self-help procedure. Read more

Serving a Star Rating

Serving Your Customers: Defining Excellence in the Contact Centre

Excellent customer service boils down to a single concept: making your customers feel understood, valued, and appreciated.

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

Bowl of Hot peppers

Bringing the Heat: The Importance of Customer Feedback

Improving your contact centre can be a process as simple as asking your customers what’s on their mind.

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