8 Benchmarks To Improve Your Live Chat Metrics

8 Benchmarks To Improve Your Live Chat Metrics

A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…

10 Reasons Why You Should Have a Remote Customer Service Strategy

10 Reasons Why You Should Have a Remote Customer Service Strategy

Remote customer service is not just a growing trend in the workplace today — like many jobs, these roles are becoming permanent. More companies are allowing employees to work from home or hiring workers from all around the world to work on the same digital team. If you’re considering testing the waters, it may sound…

13 Easy and Creative Contact Center Rewards and Recognition Ideas

13 Easy and Creative Contact Center Rewards and Recognition Ideas

Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…

8 Proven Tips To Improve Agent Performance

8 Proven Tips To Improve Agent Performance

If you’re focused on strengthening customer service within your contact center, the first step is to boost your agents’ performance. Why? Because agent performance directly impacts customer satisfaction and sales.  Agents are the foundation and most important asset of your company — they’re on the front lines. They’re in constant communication with your customers and…

What are the Top LMS Tools for Customer Service Teams

What are the Top LMS Tools for Customer Service Teams

Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Why? Because ongoing education for your employees is crucial to keep delivering the best customer experience. Yes, it’s another expense your budget might seem too small for, but you have to recognize just how vital…

What You Need To Know About The Best Performance Dashboards

What You Need To Know About The Best Performance Dashboards

It is said that you can’t manage what you cannot measure. Monitoring and tracking performance metrics is much easier with the right tools. Contact centers and customer service departments that still depend on cluttered spreadsheets for managing performance reports are only making their work harder. Modern solutions allow for much easier, more streamlined performance management….