How can call center agents learn the art of asking the right questions?

smiling call center agent looking at laptop

Knowing the right questions to ask is a good communication skill to master, especially when conversing with customers and working on their complaints.

Asking the right questions not only enable agents to isolate the root cause of customers’ issues, it also helps steer the conversation to the right direction. Ideally, this should allow you to facilitate an engaging and productive conversation, and in effect, a better customer experience. Read More

4 Customer experience ‘firsts’ that matter and how you can ace them

excited business executives looking at customer experience reports

In many ways, a customers’ first encounter with your brand can define your entire relationship with them.

The very moment a customer first interacts with your brand, they will immediately assess your products, services, and performance. Everything you show them—from your behavior, attitude, and personality—can influence their decision to buy and stay loyal to your brand. Read More

4 Call center technologies that can help reduce your operation costs

businessman pointing to virtual interface icon cogs lightbulb with dollar sign

Acquiring sophisticated call center technologies may be costly at first, but by streamlining your internal processes, they can help you reduce your operation costs in the long run.

When running a contact center, it’s essential to consider your budget. You should be able to make the most out of every cent you spend for customer support. But must also be careful not to overdo this. Otherwise, you may end up compromising the quality of your services, and that can end up being even costlier in the future. Read More