Content marketing can help call centers raise brand awareness, establish a credible image, and build new connections with prospective clients. Delivering high-quality content for your target audience must be one of your digital marketing goals. This is especially critical for B2B firms like call centers. Great content can give your organization a competitive edge and […]
Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. As a business owner or manager, you understand the importance of delivering exceptional […]
How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into unreasonable complaints and requests. In these cases, they must be able to communicate clearly with customers so they can reach a common understanding.
As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance. Documenting, categorizing, and managing your staff’s skills are highly abstract and complex human resource processes. So it’s not surprising that many companies skip these activities. When done correctly, however, they can be beneficial […]
It can be hard for a call center to stand out in a competitive outsourcing market. With numerous players entering the industry, how can you convince prospective clients that they should partner with you? The easy answer would be to develop a unique selling point. Also called a unique selling proposition, this is your competitive […]
Customer service doesn’t only extend to active customers but also to the inactive ones. Here’s how dormant customer re-engagement is done. In any business, retaining customers is just as crucial as acquiring new ones. One challenge many businesses face is re-engaging dormant customers or those who have disengaged with the brand for various reasons. Today, […]
Behind every successful contact center lies a diverse and dedicated workforce that keeps the wheels of customer service turning. Within these bustling hubs of communication, you’ll encounter a fascinating array of individuals, each contributing their unique skills and characteristics to the overall operation. And while these groups of people may have the same type of […]
Are you screening your prospective employees for these skills? Tech-savviness and language proficiency often top the list of the most desirable qualities of customer support reps. These are the same things that call center managers look for as they aim to build a stellar support team. But as we focus on these qualities alone, are […]
Let’s face it—call centers can’t survive without technology. They constantly rely on Internet connectivity, smart devices, and automation tools to communicate with customers. Is this dependence becoming unhealthy? Contact centers started to embrace an omnichannel strategy when handheld gadgets became popular. Most of them now deliver customer support in various modes—live chat, social media, email, […]