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, […]
We’ve all heard that familiar voice tell us “This call may be recorded for quality assurance or training purposes.” It’s true—having a call recording system for your business can lead to many benefits, one of which is training your customer service team to serve customers well! But there are many other benefits, as well, from […]
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.
As 2021 begins, you’re probably anxious to dive into your customer service care plan and continue communicating with your customers. But it can be helpful to look back on 2020 and see how social media may have impacted your sales. The truth is, social media has been around a while, but in many ways, it’s […]
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 […]
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.