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5 Tips for coaching contact center agents effectively

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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

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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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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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