Today in customer service, there are two main paradigms through which you can view the ever-important customer journey. One of these is inside-out, and the other is outside-in.
The unprecedented impact of the coronavirus pandemic is something enterprises and businesses around the world could never have predicted. With the United States locking down in March, companies had to resort to new ways of working.
While your agents are busy putting customers’ fears and concerns at ease, how are your managers supporting these agents in their transition to telecommuting brought on by the coronavirus pandemic?
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 our current culture of convenience, you want to make it easier than ever for shoppers to become buyers.
Sell your products and services more effectively by understanding the difference between these two terms.
Large telecom companies have been notorious for poor customer service. Here’s what you can learn from recent changes at T-Mobile.
If you’ve ever heard your customers say their requests go into a black hole, it’s time to pay attention. Here’s how to fix that problem.
The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]