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6 Ways to Beef Up Security in Your Call Center

Did you know that security breaches commonly take place within customer service call centers? Sure, hackers are gaining skill when it comes to getting into your computer system, but if they can find a way to get their hands on your recorded calls, things become much easier. It’s pretty obvious when you think about it, […]

5 Customer Service Predictions for 2021

As we continue to forge forward in 2021, we’re quickly beginning to understand that we actually understand very little! The coronavirus completely changed the way many companies did business in 2020, and even though we have effective and safe vaccines available to us, it still may take time for them to get distributed.

What Is a Customer Data Platform (CDP), and How Can It Improve Customer Service Performance?

We’ve all been there: waiting for a support rep and providing the details of our account, including answering security questions like the name of our mother-in-law’s cousin’s plumber’s cat. After going through detailed troubleshooting steps we’ve already tried, the rep needs to transfer our call to another department only to go through the same steps, […]

5 Things 2020 Taught Us About Social Media

As 2021 begins, you’re probably anxious to dive into your customer service care plan and continue communicating with your customers. But it can be helpful to look back on 2020 and see how social media may have impacted your sales. The truth is, social media has been around a while, but in many ways, it’s […]

How to Account for COVID in Your Customer Service Metrics

Let’s face it: 2020 was a year like no other. Many of us are happily waving it goodbye, reminding it not to let the door hit it on its way out. But as excited as we may be to see the old year come to a close—and for a potentially close end to the deadly […]

5 Must-Learn Traits for New Customer Service Employees

As the holiday season ramps up, you may have brought new customer service employees on board in your business. A higher call volume means a higher need for customer service agents, especially as the global pandemic continues to rage and people continue to choose calling in or e-mailing vs. visiting a business in person. With […]

5 Questions to Ask When Exploring New Team Management Software

It’s essential for team members across a customer contact call center to be able to work together, share information, and collaborate. Ever since our world has been smacked with the coronavirus pandemic, many team members have also transitioned to working from home, making teamwork feel even more difficult. In order to properly serve your customers, […]

How to Set Customer Service Goals for 2021

As 2020 winds down, it’s tempting to take a deep breath of gratitude. You made it! 2020 was a rough year for every single one of us—between the political madness and the global pandemic, we’re lucky any of us made it to the finish line.