• 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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  • How Employee Feedback Can Make Your Customer Service Shine

    Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Yet, according to Gallup, only 15% of employees...

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  • 4 Reasons Customers Want to Speak to Your Brand

    Customers have so many ways to engage with brands these days. But which channels really serve them best? The answer depends on many factors, from a customer’s profile to his immediate needs. While you might think that digital channels are ideal for providing faster service, there’s good reason to believe that the traditional voice channel is as vital as...

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