To better achieve customer satisfaction, call centers need to have all hands on deck. Here’s how workforce forecasting helps with that goal. The seamless alignment between the call center workforce and customer demand forms the crux of this symphony, with each note resonating in harmony to create an experience that transcends expectations. Let’s take a […]
It’s predicted that by 2030, millennials in the United States will outnumber other generations by 22 million. This alone is more than enough reason to start building a good relationship with consumers of this age group. The thing is, millennials, the 16- to 34-year-old demographic, are largely misunderstood. Those older than them—Generation Xers (born 1965 […]
Having a diverse team of customer support agents is highly beneficial to a business. But let’s talk about the variety of high-performing ones. Customer support agents play a critical role in delivering exceptional experiences. They are the frontline representatives who handle customer inquiries, resolve issues, and uphold the reputation of a company. However, not all […]
With a strong push toward better Internet connectivity, the Philippines recently held the Telecommunications Summit 2017. It aims to discuss main concerns in the country’s telecom industry, including the costs, coverage, and speed of telecommunications services. Organized by the Philippine Chamber of Telecommunications Operators together with the Department of Information and Communications Technology (DICT), the […]
Customer service professionals know that not all the interactions they’ll be handling will be easy. More often, they’ll be facing tricky situations when talking to customers. It’s true that consumers are becoming more and more demanding these days. Partly, it’s because they’ve grown used to instant gratification, as fueled by the spread of various modes […]
Multilingual employees are sought after everywhere in the world and across industries. But should managers learn foreign languages, too? Customer support firms gain an array of advantages by employing a multilingual workforce. It not only lets them communicate effectively with their multicultural clients, it also enables them to build meaningful relationships unhampered by lingual gaps.
If you’re managing a call center, your goal should be to create an environment where people are productive and empowered. If this were an easy process, more contact centers would be pouring their time and money into this management strategy. After all, the link between employee empowerment and customer satisfaction is clear. Agents who are […]
On average, how long do your customer service reps stay in the company? No one would be surprised if your agents’ average length of stay in the company is pretty low. After all, contact centers are notorious for sky-high employee turnover rates. While the median staff tenure across US industries for the 25-to-34 age group […]
Call centers need to keep up with the changing demands of customers. Here are five ways that agile call centers can do this. Traditional call centers often struggle to keep up with shifting customer expectations. However, agile call centers have emerged as a viable solution to this challenge. The latter type employs a range of […]