You are continuously seeking out ways to provide better customer service. From retaining great staff to empowering agents, focusing on empathy to speeding up the time to resolution, these are ways to grow loyalty and improve sales. But making it happen in your contact center isn’t easy. Find out how companies like yours are gaining…
DetailsExcellent communication is the core qualification for customer service agents. For most organizations that strive to personalize their interactions with customers, this means having representatives who are empathetic, good listeners, knowledgeable and kind. What may be a more surprising trait of every successful customer service agent is that they are happy in their job.…
DetailsCustomer inquiries have ramped up since the pandemic altered consumers’ buying habits. For companies that weren’t prepared, redirects at call centers have increased and hold times have lengthened. The demand for personal connections has skyrocketed, and consumers have sought out customer service from brands that are able to provide a more empathetic approach. An unwillingness…
DetailsWhen consumers become frustrated with a brand, they quickly turn to another. It sometimes takes only one bad interaction for them to jump ship and seek out better experiences elsewhere. While it’s always been important to please the customer, the evolution of consumer behavior has undergone a rapid change and customer service assistance is more…
DetailsCan customer service really be part of a marketing strategy? In some ways, it always has been, as the goal of customer service is to keep your customers coming back. While some marketing ploys are built around attracting customers, customer service is critical in retaining customers. Why? Because customers who are treated with excellent service…
DetailsLabor shortages have hit just about every industry. Among the more persistent problems this causes is that customers feel their needs aren’t being met by the brands they spend their hard-earned money with. Fortunately, there’s a customer service solution available. According to the U.S. Chamber of Commerce, the retail trade industry is experiencing a “quit…
DetailsWhat do people value most about their customer experience? They’re often looking for a unique, personalized customer experience; for others, some of the most important points to hit with your customer service include being knowledgeable, convenient, efficient and friendly. Prioritize these four areas and you’re likely to find yourself hitting the sweet spot with many…
DetailsIt’s been a top focus of customer service conversations in 2022 and it’s slowly sinking into decision-makers at companies in many industries: consumers are less forgiving than they were prior to the pandemic when it comes to customer service interactions. Offering more personalized services is increasingly what your organization needs to provide to keep customers…
DetailsKeeping your current customers is far less costly than building up a new customer base. In fact, you can count on a loyal customer to be worth almost 10 times the amount of their first purchase. From finding a more personalized way to interact with your target audience to outsourcing customer service assistance, you have…
DetailsCustomers can get upset when they aren’t happy about the way they have been treated by companies they spend their hard-earned money with. The behavior, which has been defined as “customer rage,” is the topic of a national study that reveals the rage triggers that can be avoided by providing good customer service. It was…
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