2020 has been different from any year in living memory. The holiday season will be no different.
Today in customer service, there are two main paradigms through which you can view the ever-important customer journey. One of these is inside-out, and the other is outside-in.
Making new hires—particularly in the middle of a global pandemic—isn’t easy. You know that your customer service agents need to wear a lot of different hats while serving a wide variety of clients. They help with the ongoing growth of your company by making sure customers are satisfied and turning them from one-time buyers into […]
2020 has been a year of massive change for every business. Some industries and segments are surging, while some are almost at a standstill. Some organizations desperately need new employees, and some have been forced to release talent into a labor market that’s suddenly flooded with qualified candidates anxious for stable income.
In both sales and marketing, it is important to match the right personality to the right role. Before deciding on final placements within the company, determine the unique set of skills that each individual on your sales team has.
When dealing with an unhappy customer, you want to avoid giving refunds. What should you do instead to try to solve the issue?
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.