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…
A survey by Walker revealed customer experience will overtake products and pricing as the primary brand differentiator as of next year.
Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
No business can afford to underestimate the importance of positive customer experience. Poor service can make a significant impact on a brand’s retention rates, causing would-be buyers to look elsewhere. In fact, bad customer service costs businesses a combined $62 billion each year. What is Bad Customer Service? Bad customer service can be defined as…
When you’re a contact center manager, you have to make plenty of decisions that impact your contact center’s bottom line. And flying by the seat of your pants is not an option. You need contact center metrics that measure agent performance. What is the Average Hold Time? How high is the transfer rate? Are your…
If you’re reading this, it’s probably because your company is growing quickly. And sure enough, you’ve found the need to build a sturdy foundation as you scale your customer service support team.
As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met.