3 Obsolete customer service techniques you should abort

angry businessman crumpling paper

Every now and then, we’re seeing new customer service trends that are shaped largely by technological innovations. How well is your call center adapting to these changes?

dead customer service rep in call center skeleton cobwebs

To meet customers growing demands, your contact center must ensure that the strategies it employs are convenient and efficient. It’s not enough to merely run an omnichannel approach. You must also make sure that your platforms and techniques are geared to meet the needs of your clients. Read More

You can’t separate company branding and customer service

close up smiling lips female call center rep

A shallow understanding of what branding is will cause you to focus on its more superficial aspects: your marketing catchphrase, logo, or how your website looks. But your brand identity goes way beyond all these things.

When we talk about company branding, we’re talking about what people immediately think about when they hear your brand’s name. And there are plenty of things that can influence their notions. More than your logo and slogan, your branding is the sum of customers’ experiences with you and their expectations from you. Read More

5 Reasons why it has become harder to please customers

frustrated customer service agent crying into call center headset

If you think it has become harder to make your customers happy these past couple of decades, you’re right. The rise of the modern consumer necessitates a greater effort from brands so they can keep meeting people’s changing demands.

In 2016, the American Customer Satisfaction Index (ACSI) released a report saying that it has become more difficult for US retailers to keep customers happy. They discovered this after interviewing more than 9000 customers via email between November and December 2015. ACSI then found that customer satisfaction slid by 2.6% since 2014. Read More

5 Traits of abusive customers you shouldn’t tolerate

woman in red screaming at telephone background

Regardless of what everybody else says, customers aren’t always right. To protect your brand, you must know when to walk away from abusive buyers.

All brands strive to engineer and deliver the best customer experience they can. The thing is, not all buyers deserve this kind of treatment. While you may be inclined to put your customers on a pedestal and try too hard to please them, you should also think about whether they’re truly worth it. Read More