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5 Critical resources your customer support reps must have access to

Call center agents work with information all the time. To provide relevant and accurate answers to customers’ queries, they must be fully knowledgeable about a brand’s products and services. If you’re getting recurrent complaints from dissatisfied customers, that could be a sign that your agents aren’t doing their jobs well. This underperformance is often caused […]

What's the ideal conflict resolution style for customer support reps?

How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into unreasonable complaints and requests. In these cases, they must be able to communicate clearly with customers so they can reach a common understanding.

4 General types of skills all contact center reps must learn

As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance. Documenting, categorizing, and managing your staff’s skills are highly abstract and complex human resource processes. So it’s not surprising that many companies skip these activities. When done correctly, however, they can be beneficial […]

5 Tips for developing your call center’s unique selling point

It can be hard for a call center to stand out in a competitive outsourcing market. With numerous players entering the industry, how can you convince prospective clients that they should partner with you? The easy answer would be to develop a unique selling point. Also called a unique selling proposition, this is your competitive […]

How call centers can help you re-engage dormant customers

Brands can’t afford to let the customer relationships they’ve built stagnate. Once you’ve won a customer, you must give them time and attention to foster trust and loyalty. Every entrepreneur knows that winning customers is just half the battle. To be truly successful in business, buyers must keep coming back to your products and services. […]

7 Types of employees you'll meet in the contact center

To boost employee engagement in the contact center, you need to find out what motivates your team members and what impairs their productivity. In call centers, performance management goes beyond quantitative indicators. You can’t measure your staff’s capabilities merely by looking at how many calls they’ve taken and how many issues they’ve resolved. Rather, the […]

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