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5 Factors Harming the Quality of Your Contact Center

[fa icon="calendar'] Aug 24, 2016 7:00:00 AM / by Jade Longelin posted in customer experience,, employee engagement, quality management,

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Like most call centers, you are all about quality while maintaining costs low. But while trying to maintain costs to a minimum, it's easy for quality to be affected. A decrease in quality within your call center can be dangerous as it will most probably lead to lower customer satisfaction and declining sales.

If you are suffering from a decrease in quality in your customer service, take a deep breath and review your organization thoroughly. Below we'll discuss the most common factors that harm contact center quality and how to improve them.

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8 Quick Tips to Provide Quality Email Customer Service

[fa icon="calendar'] Aug 22, 2016 10:57:38 AM / by Jade Longelin posted in customer experience,, quality management,, call center best practices

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When providing customer service, catering to all channels in a consistent manner can be challenging. Just because agents are well-trained to assist clients over the phone doesn’t mean the same agent can deliver equal quality via email. Take the time to review standardized email support service as email customer service presents its own set of challenges.

Lack of voice removes an element of expression from our communication, making it more difficult to convey tone. In addition to using the right language, using well-written, well-research and structured responses all work together to create an award-winning response.

To start defining the quality assurance process for your email support team, here are a few pointers to get you started in the right direction.

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Must-Have Qualities of a Great Call Center Manager

[fa icon="calendar'] Aug 15, 2016 7:00:00 AM / by Jade Longelin posted in Coaching, employee engagement, quality management,

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Being a call center manager is no easy feat. Between trying to comply with SLA's and other regulatory frameworks and motivating their call center staff, it's easy to become overwhelmed. Call center managers must be quick on the floor but must also have clear insights and a global vision of the organization.

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Really Hear the Voice of the Customer and Increase Retention

[fa icon="calendar'] Aug 11, 2016 7:00:00 AM / by Jade Longelin posted in customer experience,, VOC, quality management,

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Like listening to that little voice inside your head, learning how to hear the voice of the customer is an art that must be practiced and perfected.

If you listen close enough, you will be able to gain great insights on what your company is doing well and what needs to be improved.

Being able to tap into what a client wants, when and how is no longer a mystery. By really listening to the voice of the customer and taking action on what you hear, you will be able to actively fulfill your client's needs without guessing or beating around the bush.

Below, we will discuss how to really hear the voice of the customer to increase sales and customer retention.

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Whatsapp: The Future of Customer Service

[fa icon="calendar'] Jul 28, 2016 12:33:49 PM / by Jade Longelin posted in customer experience,, quality management,, quality assurance

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Today's digital age is revolutionizing customer service. Thanks to easy access to information, customers have become more savvy and demanding. Although most B2C communication still happens by email and over the phone, more personal channels are starting to gain traction. As Millennials and Gen X occupy a growing percentage of consumers, it's important to cater to their habits and needs to stay on top of the game.

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Questions to Ask Before You Scale Your E-Commerce Store

[fa icon="calendar'] Jul 22, 2016 6:37:15 AM / by Jade Longelin posted in customer experience,, VOC, quality assurance

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You’ve defined your product, set up a catchy-looking website that speaks to your audience and created a killer marketing strategy. Sales are growing, business is flourishing.

But when your product starts taking over your home  and a warehouse or storage unit sounds like a good idea, it’s probably time you work out the logistics on a scalable plan so you can continue growing.

Expanding and managing your e-commerce logistics goes beyond renting a bigger space. Perhaps it’s time you let the professionals take over this part of the business so you can focus on scaling it even further.

Asking the right P&L questions and planning accordingly will ensure a  smooth experience for your customers. It may even save you from some potential blips down the road. Here´s what to watch out for:

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Cross-Selling Techniques That Actually Work

[fa icon="calendar'] Jul 19, 2016 7:00:00 AM / by Jade Longelin posted in customer experience,, quality management,

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When I checkout at the grocery counter, the cashier will usually offer random discounts and charities to donate to in a monotone and inaudible, rushed tone. What do I do? Ignore her and politely say, "No, thank you". I didn’t understand half of what she said anyway.

Let’s begin with the basics. What is cross-selling? It’s when you offer related products to what the customer purchased in order to bring added value.

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Simple Ways to Reduce Call Center Turnover

[fa icon="calendar'] Jul 8, 2016 7:00:00 AM / by Jade Longelin posted in training, employee engagement, quality assurance

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With call center turnover rates at 25%-35%*, it is a challenge to maintain quality customer service. The success of your organization depends on your staff, and if they're quitting, you need to ask yourself why. 
 
High call center attrition rates are heavy on the wallet. Between hiring, training, benefits and salaries, it is estimated that up to a quarter of annual staff expenses does down the drain. 
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Is Your E-Commerce Return Policy Scaring Clients Away?

[fa icon="calendar'] Jul 6, 2016 11:00:00 AM / by Jade Longelin posted in customer experience,, quality assurance

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If you have an online store, by obligation you have had to include an e-commerce return policy. As much of a hassle as it is to deal with returns and refunds, not having a return policy nowadays simply won’t fly with customers.

But having a poor return policy can also scare potential customers. It sends a message of insecurity, saying that you don’t guarantee the quality of your product or service. As a result, you might have low conversion rates and wonder why your visitors are filling their carts but not checking out.

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The Secret to Training a Multi-Generation Call Center

[fa icon="calendar'] Jun 29, 2016 10:30:00 AM / by Jade Longelin posted in Coaching, training, quality assurance, call center best practices

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Do we learn the same way we did 50 years ago? Biologically maybe. But the way we learn has drastically changed in the last half-century. Technology being the main catalyst for this generational learning curve. 

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