As a call center manager, you face one of the toughest jobs out there. How do you keep your team motivated despite heavy call volume, disgruntled customers and extreme pressure to deliver good customer service? With a few call center contest ideas, you can give your team members direct reasons to do their best.
It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…
Quality assurance management is no easy feat. Trying to maintain a standard of quality can be challenging, especially if you are a large team or just starting to put in place your quality assurance process.
There’s always room for improvement when it comes to customer experience best practices. With the wide variety of touchpoints available for customers to connect with your brand, every channel is an opportunity to impress them with seamless, effective integrations. If your Customer Relationship Management (CRM) software brought you a wealth of information on each customer…
Are you looking to hire a customer service manager for your team?
What type of manager are you? If you are starting to manage a team, you know that your responsibilities can bring its own set of challenges. Sometimes you wonder whether you should befriend your team, but other times you’re scared of losing respect. Or maybe you feel that you should look after your team more,…
Everyone’s talking about the importance of a customer service culture. Leaders like to spend a lot of time creating strategy, which sets out your goals in a logical way.
While we are busy measuring the ROI of our marketing efforts, do we know exactly how much our bad customer service is costing us?
With the customer driving today’s business practices, a good customer service survey is a necessity. Given its importance, how do you know what quality assurance questions for customer service exceed expectations? It all starts by asking the right ones. Your customer service surveys should always be short and to the point. Your customers are happy…
Given the tough nature of today’s business environment, customer retention strategies are on everyone’s mind. There is a glamour and excitement about working to attract new customers, but it makes more sense to put most of your efforts towards keeping the ones you already have.
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT