Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team? From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding […]
Asking the right questions yield the right answers. But how do call centers know which questions to ask customers? Here’s how they can hone this underrated skill. Knowing how to ask the right questions in a call center is a good communication skill to master, especially when conversing with customers and working on their concerns. […]
Customer service training and performance assessment are the two most important pillars of high-quality support. Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not […]
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.
One would think that empathy would come naturally for everyone, as it’s one of the main building blocks of effective communication. But in our modern world, fixation on technology and the continuously shrinking attention span are crippling our ability to understand how others feel. This is bad news for companies—especially call centers—whose success depends on […]
As much as possible, every brand wants to give all their customers a great experience. However, there are times when you really have to say no to their requests. For call center agents who are trained to always delight the customer, having to say “no” can be difficult. It’s often hard to find the balance […]
How well can your call center agents respond to challenging situations? Preparing for worst-case scenarios allows agents to learn how to respond to customers the right way. During these moments, it’s even more crucial to show customers that your reps can handle difficult issues effectively. However, it’s not advisable to use scripts. When agents recite […]
Are the performance metrics you’re using for your call center still relevant in an omnichannel setup? The trick in delivering high-quality customer support is to understand what truly matters to customers. It means learning about their evolving demands and then coming up with services that would satisfy those standards. Although it sounds simple, however, it’s […]
There’s an old adage that goes, “The whole is greater than the sum of its parts.” In one word, we can refer to this as “synergy,” a crucial concept in integrated marketing. Synergy is a concept that’s been used in different areas, including science and communications. In marketing, synergy happens when two or more initiatives […]
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 […]
