The way our brands interact with customers has been in constant flux. It seems as if every week there’s a new trend or software or system to try. Since the dawn of technology, businesses have been taking leaps and trying new things to stay ahead of the curve. Every company wants to know that it’s […]
All business owners are aware of the dreaded customer churn. Customer churn is when customers you’ve been working with drop off and you need new ones to fill their place. This mostly affects companies that run on some type of subscription model, be it software, services, or monthly products. And it can be a doozy.
You probably had a great plan for customer service at the beginning of the year—a strategy with key performance indicators (KPIs) and thoughtful, mapped goals.
Need some customer service inspiration? It’s time for a YouTube binge.
The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]
Before you can improve your brand’s customer experience, you have to know how people already feel about you. Here’s how to find out.
Every company encounters these three customers at some point during business. Here’s how to interact with them effectively and gracefully.
As contact centers increasingly focus on streamlining their process to handle more calls in less time, it’s natural to hone in on metrics. The average time to handle a call gets the most attention, but an important drag on your overall productivity may be after-call work time. Here’s a closer look at what managers need […]