Scripts may be effective in steering conversations in the right direction, but they rarely work for communicating empathy. Empathy, long been regarded as an essential component of successful customer support, makes interactions more meaningful. Taking it out of the equation is like punching a gaping hole right through otherwise productive dialogs. Without it, brands are […]
Your call center agents are, in the near future, the best leaders you can have. Your call center won’t be able to operate once it hits a staffing dead end. This happens when the number of employees who leave is bigger than those who stay. You can put a stop to this by fostering an […]
If you’re planning to ink multiple outsourcing deals, be sure you can multitask. Multisourcing became popular as an attempt to guard against the risks of relying on just one major provider. By signing smaller deals with multiple outsourcing companies, businesses obtain expertise from various sources. At the same time, the selected providers aren t burdened […]
Even if you re mentally panicking, it’s important to remain calm so you can properly handle agent resignations. Every manager’s worst nightmare is employee resignation—especially the ones so quietly planned and thus impossible to anticipate. This is especially true in contact centers, where managers must be capable of lowering attrition and heightening employee engagement.
Outbound call center services allow brands to reach customers in a more proactive way. A quick glimpse at call centers today would tell us that they re leaning more toward inbound than outbound services. Outbound’s close links with telemarketing seems to have given it a “dirty” reputation, especially now that brands can easily take their […]
As tools for customer self-service, visual aids help customers easily follow instructions and fully understand a product’s features. Customer self-service is rapidly becoming the new norm. With this feature, you re not only providing people an option, but you re also allowing them to make decisions independently. In other words, it empowers consumers by letting […]
Having a social media channel for customer service doesn’t mean you can just lie back and relax. It wasn t long after social media platforms rose into fame when businesses started seeing their potential for customer service. Small business and multinational company owners are placing their bets on social media in their quest to outsmart […]
Your customers are changing, but are you? A large part of a brand’s customer service success rests in the hands of its frontline employees. Customers form impressions of brands based on how they were treated by their representatives. One instance of poor service can dissuade them from trusting your brand or giving you another chance. […]
One-on-one employee training sessions can be much more effective than classroom setups. But first, you need to have the skills required for individual coaching. There are instances when one-on-one coaching sessions with agents are much more effective than group-based learning. In this setup, trainers can zone in on an agent s specific needs, allowing them […]
