If you’re managing a call center, your goal should be to create an environment where people are productive and empowered. If this were an easy process, more contact centers would be pouring their time and money into this management strategy. After all, the link between employee empowerment and customer satisfaction is clear. Agents who are […]
On average, how long do your customer service reps stay in the company? No one would be surprised if your agents’ average length of stay in the company is pretty low. After all, contact centers are notorious for sky-high employee turnover rates. While the median staff tenure across US industries for the 25-to-34 age group […]
Call centers need to keep up with the changing demands of customers. Here are five ways that agile call centers can do this. Traditional call centers often struggle to keep up with shifting customer expectations. However, agile call centers have emerged as a viable solution to this challenge. The latter type employs a range of […]
Deep consumer insights create the foundation for breakthrough customer experiences that can set your brand apart. Toward the end of last year, ecommerce giant Amazon revealed exciting details about its new brick-and-mortar store. Called Amazon Go, the grocery store promises to eliminate long checkout lines. The idea is to allow shoppers to enter, grab the […]
Sharing these harsh lessons with your customer support team can put a stop to underperformance. If you find your call center agents slacking off, perhaps you need to remind them that the role they play in the company is highly critical. Brand owners depend on them to build meaningful customer relationships, which serve as the […]
Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so many of us still trying to shirk our innate tendency to be wrong as though our lives depended on it? Entrepreneurs are especially prone to […]
Online retailers are losing a huge chunk of their earnings to fraudsters. How can you protect your brand from all types of ecommerce fraud? The Growing Fraud Problem Plaguing Ecommerce Ecommerce provides companies a better way to market and sell their products. By putting up online shopping platforms, they can reach more customers and provide […]
We’ve all encountered Internet trolls. They thrive in any virtual space where conversations take placeโonline forums, review websites, and social media threads, to name a few. The Internet is one of the most revolutionary innovations we’ve seen in the past few decades. Its biggest triumph, perhaps, is granting us the freedom to express our opinions […]
Table Of Contents First Contact Resolution: Importance and Common Reasons for Failure Common Reasons and Consequences of Repeat Complaints in Customer Service Customer Service Tips to Cut Down Repeat Complaints Effectively Addressing Customer Complaints to Prevent Escalation Monitoring Metrics and Indicators for Identifying Repeat Complaint Patterns The Role of Employee Training and Development Fostering a […]