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7 Actionable tips for a friendly customer service

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Call center agents who deliver great service have one thing in common: they’re genuinely friendly to customers. Their sincerity lets them view the customers as the sole focus of their job and that allows them to appreciate the fact that they’ve chosen their brand above all the others. This kind of attitude is the foundation of a service that persuades customers to return for more purchases. Continue Reading

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5 Signs your call center agents can handle multiple channels

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Multichannel customer service is perhaps one of the biggest buzzwords ever since several smart devices have become mainstream. Every company aims to succeed as a multichannel service provider, and while this is favorable to customers, there are also several risks in doing so. Continue Reading

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10 Call handling tips to reduce repeat contacts

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Repeat contacts are an obvious sign of ineffective customer service. Aside from incurring extra costs, repeat calls would require you to spend a lot of time relaying the same information over and over to the same customers. If left unchecked, this can result in a rapid decline in productivity and more dissatisfied customers. Continue Reading

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5 Live chat etiquette tips for better customer service

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In the field of customer service, live chat is a powerful platform that many brands and call centers are now using. Because it can easily be integrated into a company’s website, blog, or social media page, chatting has become a favorite method of communication for many customers. According to research, 44% of consumers say that having a chat support agent to answer their queries in the middle of online shopping is one of the most important services a company can offer. Continue Reading

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Make customer effort part of your market research

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Being an entrepreneur, you’ve probably imagined several worst-case scenarios that you avoid like the plague. But chances are, you’re already digging your own hole. Continue Reading

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Ways to provide good customer service during the holidays

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The holidays are important times of the year that contact centers need to gear up for. During these times, sudden spikes in calls commonly are to be expected, mostly from customers calling in to make last-minute purchases or inquiries and concerns about the products they’ve already bought. At the same time, the holidays can be quite challenging for contact centers, as their employees will most likely be on a constant battle for utmost productivity against the generally festive and vacation vibe this season brings. Continue Reading

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Call center management tips for a stress-free workplace

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Call center jobs are perceived to be among the most stressful careers. Agents working in customer service campaigns are tasked to talk to clients for long periods every day, find solutions to problems, and handle irate callers. The most difficult part is that they have to execute all these tasks without showing any sign of stress or frustration. Continue Reading

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4 IVR system customization tips for better customer experience

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Every contact center commonly has interactive voice response (IVR) systems set up to handle and route incoming calls. Since it provides callers with their initial interaction with a brand’s customer support services, IVR systems can set the tone of the entire customer experience. As such, optimizing its settings for smooth and efficient call routing should always be a priority. Continue Reading

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5 Daily tasks of every successful contact center team leader

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As the head of a contact center team, one of your responsibilities is to keep your agents well motivated to hit the targets set by the company and its clients. Here, your leadership skills and the team management strategies that you implement both affect how you achieve your team’s set goals. Continue Reading

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Inbound customer support tip: Shorten hold times to avoid frustration

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Placing customers on hold is a common practice among call centers that handle inbound customer support. It’s usually done by call center agents when the issues or concerns being presented by the customers require multiple and time-consuming actions or escalation to other departments. Continue Reading

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