Category: Customer Service Management

The importance of the contact center is growing, making customer service and contact center management crucial to all of your organization’s marketing initiatives. Here are best practices for success.

3 Best Options for Callback Software

Is your customer service line absolutely exploding? During this strange time of social distancing, customers are probably reluctant to go to a store in person. If they need assistance with your product or service, they’re likely to pick up a phone. That means your customer service agents may be feeling overworked, and the customers calling […]

5 Things to Know About the Future of Self-Service

Customers are more frequently looking to solve their own problems, not have you do it for them. In fact, according to a recent survey, around half of all customers would prefer customer service be conducted through messaging rather than having to call in to get help or go to a brick-and-mortar store. People want convenience: […]

Managing Summer Vacations for Your Customer Service Team

Summer’s here—and with it, BBQs, beach days, and vacation requests. While every manager wants his or her team to enjoy well-earned time off, it’s important to balance the need for recharging their batteries with ensuring adequate coverage. For customer service departments, this is especially a key challenge. These tips will help you get through vacation […]

Creating a Social Media Customer Service Policy

The development of social media has had an impact on just about every industry, and customer service is no exception. Social media provides multiple channels to offer customer service, and while most companies understand the importance of social media, many don’t know how to best use the platforms as a means of providing customer service.