0

Should your call center agents go ‘unscripted?’

smiling call center agent holding clipboard
In call centers, scripts guide agents in assisting customers, laying out what action should be taken when it comes to a specific problem, and supposedly guarantees high quality customer service. But it doesn’t account for what will happen if a customer suddenly “goes off-script.” When that happens, your customer support team must be empowered to improvise a solution. Continue Reading

Share
0

Napping at work may improve call center agents’ productivity

call center agent holding white mug sleeping on laptop
Customer service jobs come with high levels of stress made worse by shifting schedules. Contact centers usually operate 24/7 to cater to international markets. Because of these, agents might not get enough sleep and rest after their shift ends and during their rest days. Continue Reading

Share
0

6 Tips to deliver a superb customer experience

woman smiling brightly during phone call
Brands aim to deliver excellent customer support to solve clients’ issues and help them make the most out of their purchases. When call center agents resolve problems quickly, they can keep customers happy. But how can you ensure that your team not only addresses issues but also enriches the customer experience? Continue Reading

Share
0

The 4 biggest call center trends you should embrace

diverse call center team answering customer service calls
Advanced technologies are changing the way brands and consumers connect with each other. Aside from improving the quality of customer support, these innovations increase companies’ productivity and efficiency. Continue Reading

Share
0

5 Time-consuming call center processes to get rid of

businessman holding head panicking in dark with wall clocks
Have you ever wondered why you can’t manage all your call center’s tasks even if your team keeps working long hours? It may be because you’re not carrying out your internal processes in smart ways. Continue Reading

Share
0

Can your call center handle the holiday rush?

panicking businessman
Every business needs to optimize its call center strategy to be able to accommodate the increasing number of queries from customers, especially during the holidays. Call center agents should expect the highest volume of calls around this time of the year as consumers are doing more shopping. Continue Reading

Share
0

Evaluating the customer experience using NPS and CSAT

call center manager assisting customer service agent
As the old management adage goes, “You can’t manage what you don’t measure.” This saying still holds true for today’s organizations, particularly those who seek to improve their services. That’s why it’s important for every brand to gather customer feedback and analyze them. Doing so would let you gain a clear view of what your market thinks about your products and services. Continue Reading

Share
0

5 Tips for coaching contact center agents effectively

smiling office worker receiving one on one training from coach
One of the important tasks of contact center team leaders is to coach agents. While this indeed helps guide agents in their progress as effective customer support providers, some are simply uncomfortable with it. They immediately associate it with being reprimanded for their subpar performance. Continue Reading

Share
0

4 Ways to identify your top customer service issues

call center heaphones laid on top of printed reports with charts graphs

Being able to anticipate customer issues will allow you to respond to queries and complaints more effectively. So instead of just surviving whatever crises that comes your way, knowing the most common problems your customers raise will allow you to plan ahead. Continue Reading

Share
0

How communication styles affect customer service

call center agent in phone call with customer
When call center managers look for the right candidates to deliver their customer service, they often look at their technical skills. Fluency in a language and familiarity with different platforms are some of their main considerations. But they often forget to evaluate the agent’s communication style. Continue Reading

Share