In successful organizations, there is a candor imperative. We expect uncompromising honesty from our team members, and, in theory, we know transparent behavior is a critical dynamic in all healthy cultures. But, as a leader, our attitude toward a culture of candor may be skewed, calling into question the balance of candor in our organizations…
The first step to providing excellent customer service and CX is to hire the right people for the job. As the team leader, this is a critical part of your position. Interview processes sometimes feel more like a formality. But by asking the right questions, you can pull out more valuable information about the candidates,…
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.
Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…
What is quality management, and why is it essential for your contact center? Quality management (QM) is one of the most important strategies to improve your customer experience. More than simply gathering data, it’s about the broader vision. Improving your customer experience begins with understanding what you’re measuring and how that data relates to your…
Moving from a small business or “startup” mindset and stepping out into the possibility of rapid growth is a daunting experience for many small business owners. One day you’re successfully peddling your goods and services, adding clientele at a nice clip, and the next day you feel you’re losing control over the quality and consistency you…
Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…
We have all had days in our professional careers where we felt we had too much work and not enough time in the day to finish it all. Toward the end of 2016, a study by Wrike came out stating nearly 6 in 10 employees feel their workloads have gone up. Further, a fifth reported…
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT