• 5 Tips for Positive and Powerful Customer Service Language

    In customer service, language is everything. When a customer contacts a company with a concern or needs more information about a product, clarity is critical to making sure both the agent and customer are able to work together to find a solution or the information sought. However, brands nowadays are faced with a bit of a paradox: call scripts...

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  • 5 Steps to Turn Around a Poor Customer Service Experience

    Happy customers are often willing to show their gratitude, with many turning to social media to show their contentment with a brand. In an ideal situation, such a customer becomes a brand advocate and loyal in the long-term. But the reality remains that no brand is perfect, and every customer is a human being subject to frustrations and expectations...

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  • Is Employee Engagement the Key to Customer Service Success?

    Contact center managers have many factors to assess when measuring success. The omnichannel approach has expanded the horizons of customer service, making efficiency and quality more feasible than ever yet analytics more complex to handle. And at the front lines of customer service are agents who are given the task of striking a balance between delivering excellent service adhering...

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  • Is Twitter the Key to Modern Customer Service? Trends and Benefits

    Of all the social media platforms used nowadays for customer engagement, Twitter is arguably the most conversation-centric. Unlike other social media sites, Twitter focuses on real-time interactions and moves fast, resembling traditional chat but bearing the special features which have made it so massively popular and effective: hashtags for better searching and communication, easy picture and video attachments, and...

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  • 4 Ways Big Data Analytics Drives Smarter Customer Service

    Consumers nowadays are inundated with offers for products and services, especially when shopping online. It’s very common for a customer to see advertisements for products he or she may have recently searched for, but sometimes the marketing emails and pop-up ads are not necessarily in line with the consumer’s interests and may come across as more intrusive and annoying...

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  • Top 5 Tips for Excellent Customer Service on Facebook

    Of all the social media channels used for customer service, Facebook maintains great popularity as a preferred channel for customer engagement. According to ZDNet, one study found Facebook to be the top customer service channel on social media. Unlike Twitter, which tends to be conversational and move quickly with limited characters, or other sites such as Instagram, which tend...

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  • 4 Ways to Supercharge Contact Centers with Gamification

    Employee motivation plays a large role in creating customer satisfaction. In contact centers, agents play an important role in delivering a quality customer experience and therefore need tools at their disposal for staying motivated and delivering their best. With the rising trend of gamification, agents can benefit from just that. Gamification is the practice of applying game thinking and...

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  • 7 Steps to Fixing Customer Service Issues

    Customers want a great experience, and part of that experience means not losing time, money, and patience. Brands similarly value their time and money, but they must always have the patience to deliver their customers a great experience. Even with best efforts, however, difficult customer situations are sure to arise, and how companies handle these situations can mean the...

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  • 7 Strategies for Collecting Customer Feedback

    Customer feedback allows companies to better understand what is working well and what areas need improvement. To deliver the best customer service, it’s important to understand how your customers feel and give them a chance to tell you why. But how efficiently does your brand collect this information? Here are seven best practices for taking a strategic approach toward...

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