• 6 Ways to Give Your Customer Service a Human Touch

    In this digital era, many companies are focusing on ways to offer faster, more sophisticated customer experiences. While customers typically appreciate these improvements, the human touch is still in high demand—and remains what truly turns a business transaction into a long-term relationship. According to Microsoft, 30% of consumers claim that not being able to reach a human is the...

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  • Customer Feedback: 6 Key Benefits for your Brand

    Asking for customer feedback is a standard practice these days. Most often, customers receive quick surveys following a service interaction or purchase. But just what is the value of customer feedback in the long term? When analyzed and applied strategically, it’s critical to your overall growth and success. Here are six key benefits of customer feedback for your brand....

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  • 5 Tips for Effective Call Quality Monitoring

    No matter how great your service, there will be times when customers will want to call your brand. They may have a complex issue that is too difficult to resolve on another channel, or perhaps they are most comfortable speaking to a real person. Voice remains a viable method of customer contact: Microsoft reports that 74% of Americans have...

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  • 5 Common Customer Service Complaints (And How to Resolve Them Quickly)

    If your customers are complaining about the same issues, take note. While your service may need some improvement, there’s no need to get nervous or irritated. These customers are doing you a favor—if many people have the same concerns, it’s actually easier for your customer service team to satisfy many customers at once when those issues are tackled. Here...

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  • 5 Ways IVR Systems Power Great Customer Service

    IVR systems are among the best technologies for empowering customers through automated service. Whether customers want to look up information on their own or connect with an agent, such a system can save them time by ensuring that they are routed to the right place or person every time. In addition, contact center employees can enjoy a greater sense...

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  • 6 Tips for Sending Perfect Customer Service Emails

    While rapid service is in great demand these days, sometimes your customers actually want to slow down and write you a thorough message. When a situation calls for more detailed explanations, many customers turn to a prime communication channel that most of us could not function without: email. According to Forrester, email is actually the most commonly used digital...

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  • 6 Steps for Resolving a Customer Issue

    Sometimes, even the savviest brands have to face difficult customer situations. When a customer contacts your company with a complaint, it’s absolutely essential that your agents be trained to handle the situation in a way that calms and satisfies the customer. Here are six steps for resolving a customer’s issue and earning back his trust in the process. Listen...

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  • 5 Ways to Create a Customer-Centric Brand Culture

    When customer centricity first became a hot topic, many companies interpreted the concept to mean putting customers’ needs first. While taking the customer’s perspective is essential to offering him the best brand experience, companies sometimes fail to acknowledge how the entire organization needs to be involved in such an effort. Creating a customer-centric experience is not the sole responsibility...

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  • 6 Qualities Every Customer Service Agent Should Have

    For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are...

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