• 6 Tips for Positive Customer Service Communication

    Modern customer experience has evolved beyond reactive service and putting customers on hold. These days, winning customer loyalty is all about giving them choices across many channels, saving them time, and delivering a personal touch that makes them feel appreciated. Indeed, in spite of all the new technologies that are making customer service more seamless and efficient, the human...

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  • 5 Tips for Handling Customer Complaints in the Contact Center

    In customer experience, complaints are an unfortunate but inevitable part of the process. Without some negative feedback from time to time, your brand may not always recognize where improvements can be made and what your customers are looking for. For this reason, it’s important to embrace complaints as an opportunity to learn more about your brand and how to...

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  • 7 Ways to Optimize Email Customer Service

    No matter how many channels we communicate on these days, email still holds a prime spot in both our personal and professional lives. For this reason, it also remains an ideal customer service channel as it enables brands to neatly summarize information and engage in a friendly and personalized exchange with customers. While social media and messaging apps provide...

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  • 6 Tips for Using Gamification to Drive Call Center Success

    Motivating call center agents is important to keeping them happy and productive. After all, your brand’s customer service success relies heavily upon the performance of your agents, so any tools or practices that keep them empowered benefit your company and your customers alike. One such tool is gamification, a popular trend in call centers that uses game-like processes to...

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  • 6 Essential Steps for Reducing Customer Churn

    Customers nowadays have so many choices when it comes to choosing brands, making it challenging for companies to deliver greater customer experiences than their competitors. Showing appreciation for happy customers through loyalty programs and marketing offers may keep these customers satisfied, but what about your unhappy customers?Customer churn is a dismal reality when these customers are ignored, stifling brand...

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  • 6 Golden Rules of Social Customer Service

    Social customer service is more popular than ever. Between brands turning to messaging apps for conversational commerce and customers using social apps on the go, these channels are critical to customer engagement. According to a recent study by Global Web Index, more than 2.3 billion people worldwide are active social media users. How does this affect customer service? J.D....

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  • 7 Drivers of Employee Engagement in the Contact Center

    As many brands have taken note, customer service success is directly linked to employee engagement. Numerous studies have demonstrated the importance of keeping employees motivated and empowering them to display their strengths at work. Indeed, when employees do not feel engaged, the results may be costly to the company. A Gallup poll found that engagement levels drop to just...

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  • 6 Tips for Measuring Customer Satisfaction

    These days, delivering great customer experiences is both more possible and challenging than before. Omnichannel customer engagement enables brands to connect with customers through more touchpoints than ever. However, the sheer number of channels can also be overwhelming to companies and customers alike, and many brands may find optimization of their omnichannel strategy an ongoing process requiring constant adjustments....

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  • Giving Customer Service a Human Touch in Our Digital Age

    In our digital age, customer service seems to be shifting constantly toward automation. Customers are saving time through self-service options such as IVR menus, finding answers on brand websites with FAQs, and, most recently, chatting with bots through messaging apps. Technology is indeed transforming the customer experience for greater efficiency, but what about the human touch? Certainly, there are...

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