• 7 Mistakes to Avoid With Call Scripts

    With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. They can enrich customer service interactions and help them progress faster by offering agents detailed answers and communication tips to better satisfy customers. However, as service cases vary in nature and customers continue to seek a human touch, agents must...

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  • 5 Essential Tips for Measuring Customer Satisfaction

    How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. Your brand may already rely on standard metrics such as customer satisfaction scores, however, a comprehensive look at your omnichannel practices and customers’ behavior can provide much deeper insights into their feelings. Here are five essential tips...

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  • 7 Essential Tips for Reducing Average Handling Time

    Time plays a key role in customer service. Customers seek meaningful yet quick responses, while companies need to deliver quality experiences while avoiding long and costly service interactions. For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their...

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  • 7 Customer Service Communication Mistakes to Avoid

    Modern customer service demands a balance between digital innovation and humanized experiences. For this reason, customer service communications are often prime moments for brands to provide a human touch. However, just as with any conversation, what is said is as crucial as what is not said. And when it comes to business, taking an approach that values customers and...

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  • 5 Tips for Great Customer Communication

    Building strong relationships with your customers begins with great communication. Whether customers contact your brand for a service issue or sales assistance, your agents should always take an approach that makes customers feel confident and appreciated. Here are five communication tips that will delight your customers and win their trust for the long-term. Humanize each interaction Every exchange should...

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  • 5 Key Terms for Building a Strong Customer Service Culture

    Every company that aims to deliver great customer service must answer this: Is there a strong service culture in place? Without one, customer service becomes a vague endeavor with no clear strategy. By setting company goals and engaging with employees regularly to establish a clear path to success, a company can establish a strong service culture that naturally leads...

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  • 5 Key Words for Building Customer Centricity

    Customer experience these days is far more personal than it once was. It’s no longer enough to take a reactive approach: Customers seek proactive and humanized brand engagement that takes their perspective, not the brand’s. Indeed, customer centricity begins with assuming the customer’s point of view and asking at every step of the journey, “Is this what the customer...

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