You know your customers. You spend hours obsessing over every aspect of their interaction with your brand, because you know that a great customer experience is a near-guarantee of customer retention and expansion. Your careful planning can seem all for naught after an influx of negative feedback from customers. Where did it all go wrong,…
The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long. Customer service feedback is important to any business. It helps build the company and improves customer…
Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you are empathetic to the customer’s needs. In addition, saying the right words also can soothe an angry customer and…
It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Agents with strong empathic abilities are overall better at creating long-term customer relationships. Of course, this is easier…
Customer experience is more than a trendy buzzword these days – it’s a customer service necessity.
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…
With remote work likely here to stay, you may need ideas on how to boost agent engagement and the virtual work experience of your employees.Â
Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.
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…
Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT