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 […]
Recently, when experiencing a cable outage, I was transferred to no fewer than five departments, which all claimed the issue was the provenance of another department. I’d spent over an hour on the phone but needed my Internet back, so calling back wasn’t an option. Frankly, I didn’t care who I talked to as long […]
You don’t have to put your battle armor on to have an effective conversation with a customer.
Be aware of what makes your customers tick so that you can serve them as well as you can.
When you need to send your customer an e-mail, spending a little time crafting the perfect document can go a long way.