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.

5 Red Flags to Watch Out for on Your Customer Service Team

When it comes to your customer service agents, you want to make sure you’ve got the best of the best. After all, if your customers are the foundation of your business, your customer service agents have some of the most important jobs within your company. Ensuring your clients feel cared for, heard, and respected is […]

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.

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 […]

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.

hospitality

Why You Should Hire Hospitality Workers for Customer Support

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.

CX

Creating an Amazing CX During a Pandemic IS Possible, Says Expert Shep Hyken

Last month, we kicked off an exclusive event for customer contact leaders across the nation. Our first-ever virtual roundtable event, Customer Contact Now, allowed customer contact leaders, vendors, and experts to get together and share their challenges, solutions, and best practices for making customers and customer service agents happier and less stressed during these challenging […]