Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…
Soft skills are often underrated when it comes to contact centers and customer service teams. This is likely because soft skills can be rather difficult to master.
Whether your contact center is at the top of its game or struggling to reach important KPIs, reevaluating the way you do things and implementing an action plan to improve quality scores is essential to building and maintaining an optimal workforce.
In today’s hyper-competitive world, where companies are constantly searching for an edge that sets them apart from the competition, it’s no surprise that first-class customer service is the secret to thriving.
Delivering outstanding customer care and experiences is a number-one priority for many C-suite executives and business leaders. But finding and retaining outstanding agents, creating operational efficiencies, and implementing omnichannel technology solutions requires a high-wire balancing act for contact center leaders. Before you throw your arms up in despair (and don’t look down!), we’ve curated six…
Lately, it seems companies are increasingly focused on the happiness of their employees. It’s with good reason — fulfilled and engaged employees are more likely to stay and be productive. It’s a win-win for the company and the staff.
If you work in a contact center, you know all too well the problem with employee morale. Between the long hours, repetitive work, and training problems, it’s no wonder turnover is so high.
Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT