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Should your call center agents go ‘unscripted?’

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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

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6 Tips to deliver a superb customer experience

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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

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The 4 biggest call center trends you should embrace

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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

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5 Time-consuming call center processes to get rid of

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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

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Can your call center handle the holiday rush?

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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

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Evaluating the customer experience using NPS and CSAT

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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

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4 Ways to identify your top customer service issues

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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

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How communication styles affect customer service

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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

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Call center office design ideas to boost productivity

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Today’s call centers must look closely at what could be influencing their performance so they can make the most out of their resources. One of the most neglected factors that influence employee productivity is office design. Continue Reading

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The customer service bottlenecks you need to avoid at all costs

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For many consumers, customer service is the strongest indicator that a brand values its business and its community. Many customers don’t hesitate to switch brands when their initial choice fails to meet their expectations. Poor customer interactions diminish satisfaction levels and drive up churn rates. Continue Reading

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