• 10 Customer Service Skills Every Call Center Agent Should Have

    Call center agents are on the front lines of customer service, entrusted with the demanding task of pleasing and appeasing customers. With a myriad number of situations that may arise in a customer service exchange, agents need to be versatile and equipped with a strong skill set to handle the complexity of the job. Here are ten customer service...

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  • 7 Rules for Effective Customer Service Communication

    In customer service interactions, communication means everything. Whether a customer needs help with a product purchase or is completely frustrated to the point of leaving the brand, customer service agents need to use the right skills to connect with customers in a way that leaves them calmer, satisfied, and confident in the brand. Here are seven rules for effective...

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  • 10 Tips for Exceptional Customer Service – Part 2

    As described in our previous blog post, providing exceptional customer service means surpassing customer expectations. From embracing a proactive approach to engaging employees for better feedback, contact centers can better connect with their customers using a variety of different methods. Here are five more tips for delivering exceptional customer service. Empower your customers. Empower customers by giving them a full sense...

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  • 10 Tips for Exceptional Customer Service – Part 1

    Many brands settle for delivering adequate, reactive customer service, with the belief that keeping up with customer inquiries and following through with orders are enough. While these steps are certainly important to keeping customers happy, truly exceptional customer service means surpassing expectations and giving customers what they didn’t even know they wanted. According to the 2015 Aspect Consumer Experience...

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  • 7 Ways to Optimize First Call Resolution KPIs

    Of all the metrics measured in contact centers to improve customer service, first call resolution, or FCR, remains a frontrunner. Also known in today’s omnichannel world as “first contact resolution,” the principle of resolving a customer’s issue quickly and thoroughly essentially defines great customer experience while further cutting costs and increasing efficiency for contact centers. However, when time is...

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  • 5 Metrics to Measure for Excellent Customer Service

    Customer satisfaction remains a top priority for businesses these days, as statistics continue to show how critical it is to deliver great customer experiences. A Right Now study found that 55% of those surveyed claim easy access to information and customer support can make them love a brand, while 86% are willing to pay up to 25% more for...

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  • 5 Creative Ideas for Call Center Team Building

    Call center employees have the demanding job of representing the human face of a brand while delivering excellent customer service. Given the intense rhythm of a call center and the sometimes isolated nature of an agent’s work (especially for those working remotely), call center team building is essential to motivating employees, enhancing their sense of camaraderie and shared learning,...

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  • How to Deliver Exceptional Email Customer Service

    Before the advent of social media, email was the prime method of written online communication. Yet, in our modern age, social media platforms seem to dominate as channels for quicker and savvier communication, playing an increasingly important role in the customer service sphere. However, just as email continues to serve people in their daily professional and personal communications, its...

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  • 5 Ways Twitter is Transforming Customer Service

    Social media platforms dominate the customer service sphere these days, serving as ideal channels for real-time service. However, of all social media channels, none seems to be as conversation-centric and fast-paced as Twitter. Unlike other platforms, Twitter most closely resembles traditional chat but bears additional features which have made it so popular and effective for customer service: hashtags for...

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