In a previous article, we reported on Shep Hyken’s opening keynote at our virtual roundtable event Customer Contact Now. At this event, customer contact leaders, vendors, and experts came together to discuss the state of customer support and how leaders can help their agents succeed.
Category: Agent Experience
These three podcasts will help you grow your skill set and connect with your clients.
Customer service managers play a critical role in today’s call centers. Here’s how to structure professional development training to support them.
If your customer service team has low morale, it can quickly translate into disastrous customer service interactions. Here’s a closer look at how to address the real causes of low morale.
The holidays are often the most stressful time of year for your customer service team. Here are five tricks to help them be more effective.
The biggest shopping season of the year is about to get under way. Be sure your customer service team is prepared for Black Friday and Cyber Monday with these tips.
To deliver world-class customer service, your team needs effective on-the-job training. Here’s how to offer it.
If you’re hiring new call center agents, be on the lookout for these.
What do you do when a customer service rep is struggling to perform? In certain cases, it’s clear that the person isn’t a good fit and should be let go or transitioned to another position. However, sometimes a rep has all the right qualities and the desire to be of service, yet continues to miss […]
The financial headlines are abuzz with the threat of a recession. Here’s how to turn customer service into an advantage.