5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

In customer service, tiny improvements matter

busy call center agent speaking to caller surrounded by customer service coworkers

Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.

Take for example customer service. Customer relations experts know that there’s no quick formula to improve the way they deliver support to their clientele. The process is long, research-heavy, painful, and difficult to implement. It’s also marred with trial and error, as not every technique used is sure to yield desirable results. Read More

Best practices to boost data security in call centers

IT manager inspecting server

These days, call centers operate in a highly competitive landscape. They manage sophisticated and complex technology systems to optimize sales and meet customer demands.

For instance, customer management platforms have evolved throughout the years, which is both a good and a bad thing. While tech-powered solutions like this enhance contact center services, they also make them more vulnerable to various forms of cyber attack. Read More

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