Practical Tips, News & Advice for Customer Contact Professionals.
Workforce optimization software, when utilized well, does exactly what it sounds like it should: It optimizes your workforce so customer service agents can effectively and efficiently serve your customers in a streamlined way.
In the world of customer service, times are changing—in terms of customer expectations and the technologies that can help you meet them. Here’s what you need to know.
The handoff is one of the most common elements of a customer service call. Yet, many companies are getting it wrong. Here is how to handle the customer service handoff.
Delivering top-notch customer service is essential in today’s CX-focused market. Here’s how to decide whether you should keep your customer service team in-house or outsource.
In today’s business landscape, customers want to know you appreciate them. Here are cutting-edge strategies to help you improve your customer appreciation game.
Customer service can turn into a major time suck. Before you know it, you don’t have enough time to actually create products or services. But here are a few hacks to lessen the load.
The holidays are a crazy time for call centers. The time to prepare is now.
Quick, accurate, pleasant customer service interactions make customers happy. Here’s what you need to know to speed up the delivery of customer service at your company.
First impressions mean everything. Ensure your call center interactions are successful in the first 30 seconds of every call.
Making sure your customer service department is working in alignment with the company’s objectives is crucial. Here’s how to make sure that’s happening.