Practical Tips, News & Advice for Customer Contact Professionals.
Keeping up with technology feels like an impossible task. Almost every day, there’s a new product on the market planning to make your customer service agents quicker, your clientele happier, and your business more profitable. But if you’re constantly chasing the next big thing, you may lose sight of your company’s core values and confuse […]
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 […]
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 […]
Making new hires—particularly in the middle of a global pandemic—isn’t easy. You know that your customer service agents need to wear a lot of different hats while serving a wide variety of clients. They help with the ongoing growth of your company by making sure customers are satisfied and turning them from one-time buyers into […]
While many of us hoped, prayed, and assumed the coronavirus crisis would be over by now, the truth is that many places in the country are still in the thick of it. That means many of us are working from home for the foreseeable future.
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.
It’s a tough job, but call center agents should remember just how important it is.
Recognition is an important part of delighting employees. Here’s how to make your customer service agents feel appreciated.
Make your customer service agents feel happy to be at work.
Be aware of what makes your customers tick so that you can serve them as well as you can.