As digital scam artists keep honing their craft to outsmart ecommerce brands, how do you make sure your fraud prevention techniques are robust enough? When brands began moving their stores to the digital space, everybody expected swindlers to follow. Unsurprisingly, they’ve modernized their thieving tactics to adapt to the changing business landscape. And yet, even […]
In dealing with difficult customers, how much is too much? Here’s how to handle abusive customers in the call center. As a call center leader, you understand the significance of providing exceptional customer service to build positive relationships with your clientele. However, the unfortunate reality is that not all customers will treat your staff with […]
Just like most business partnerships, conflicts are unavoidable when you’re working with a call center. However, they don’t necessarily mark the end of your relationship. As much as you’d like to lead a perfectly harmonious relationship with your customer service vendor, this won’t always be the case. You and your provider may not always agree […]
Call center time management is an especially tricky practice for most agents, but there are ways of handling this issue well. As a call center leader, you’re well aware of the hustle and bustle that defines this dynamic environment. Your agents are the frontline ambassadors of your brand, engaging with customers, resolving issues, and ensuring […]
Customer service practices are continuously evolving as brands embrace new technologies that can simplify and uplift shoppers’ experiences. When Internet-enabled mobile devices such as smartphones and tablets began to take over the mainstream market, people started moving to a newer breed of communication channel. Today, at the height of mobile consumption, the phone calls and […]
Table Of Contents Why Effectively Delivering Difficult Messages to Customers is Essential Consequences of Mishandling Bad News Delivery Common Types of Difficult Messages to Deliver to Customers What’s the Best Way to Break Bad News to Your Customers? Ensuring Empathy and Sensitivity When Delivering Difficult Messages The Role of Transparency and Honesty in Delivering Difficult […]
Just because your customers are satisfied with your brand’s services doesn’t mean they’re going to stick around. Chances are, they’re constantly on the lookout for a company that trumps you in every way. That’s the hurtful reality, but confronting it head-on will make you grow.
To better achieve customer satisfaction, call centers need to have all hands on deck. Here’s how workforce forecasting helps with that goal. The seamless alignment between the call center workforce and customer demand forms the crux of this symphony, with each note resonating in harmony to create an experience that transcends expectations. Let’s take a […]
It’s predicted that by 2030, millennials in the United States will outnumber other generations by 22 million. This alone is more than enough reason to start building a good relationship with consumers of this age group. The thing is, millennials, the 16- to 34-year-old demographic, are largely misunderstood. Those older than themโGeneration Xers (born 1965 […]