• 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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  • 5 Ways to Make Your Customer Service Real-Time

    Time is everything in customer service, but just how timely does your brand need to be? If you consider the statistics, the faster the better. Forrester Research found that 77% of U.S. adults online claim that valuing their time is the most important thing a brand could do to provide strong service. And let’s not forget the demands of...

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  • The Power of Proactive Customer Service

    Customer service was once reactive in nature, with customers calling when support was needed and companies merely delivering the needed assistance. In today’s competitive world, however, customer engagement is the rule, as brands strive to build relationships with customers and win their long-term loyalty. This shift to proactive service demonstrates the modern customer-centric approach, as it empowers customers by...

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  • How to Use Big Data to Enhance Customer Experiences

    Big data has been a key player in customer engagement for some time now, and it promises to remain that way in the new year. According to IDC, global big data and business analytics revenues are forecast to reach just over $180 billion in 2019, showing an increase of more than 50% over a five-year period. While brands have...

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