Managing customer expectations is tricky. It’s by no means an exact science, which is precisely what makes it a difficult task. People’s expectations from your brand affect the customer experience in many ways. Failing to meet consumers’ standards translates to poor sales and low customer retention rates. A critical part of managing buyers’ expectations is […]
In an omnichannel world, is the phone still relevant? Along with technology’s forward march, the way that we communicate over long distances also drastically changed. From traditional options like the phone (and the nearly obsolete snail mail), we now have social media, email, and instant messaging. Businesses, of course, have no choice but to keep […]
Table Of Contents Why Effectively Delivering Difficult Messages to Customers is Essential Consequences of Mishandling Bad News Delivery Common Types of Difficult Messages to Deliver to Customers What’s the Best Way to Break Bad News to Your Customers? Ensuring Empathy and Sensitivity When Delivering Difficult Messages The Role of Transparency and Honesty in Delivering Difficult […]
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 […]
Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master. For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, […]
As consumers become more selective about the brands they trust, it’s clear that organizations must promote transparency in order to build customer loyalty. Appealing ads and catchy slogans are no longer enough to capture people’s attention. As consumers now have instant access to all kinds of information via the web, their buying motivations are also […]
Call Center Agents Call Center Industry Culture Customer Experience Diversity Employee Engagement Performance Management
Research after research have shown that diverse teams, such as those in multilingual call centers, are more productive and creative than homogeneous ones. The caveat, though, is that they’re more difficult to manage. Building a multicultural group is a must for call centers that want to reach diverse consumer sectors, particularly markets that don’t speak […]
Agents who can articulate their messages clearly and confidently help establish trustworthiness and credibility. Regardless of the customer service platform, call center agents must always sound confident. Customers are more likely to listen to brand representatives if they appear reliable, smart, and precise. Agents can do this by committing to improve their business communication skills […]
