Ask for a Live Demo

Empowering Agents to Engage Customers

What Is Quality In A Call Center And What Does It Mean?

[fa icon="calendar'] Dec 2, 2016 9:04:00 AM / by Jade Longelin posted in quality management,

[fa icon="comment"] 0 Comments

 

Read More [fa icon="long-arrow-right"]

Using Data Mining To Improve The Customer Experience In Your Call Center

[fa icon="calendar'] Dec 1, 2016 6:55:22 AM / by Jade Longelin posted in quality management,, call center best practices

[fa icon="comment"] 0 Comments

 

Businesses today are drowning in a sea of data─call centers produce tens of billions of gigabytes and work-hours per year, almost all of it recorded. For call center managers, this represents an incredible opportunity to fine-tune processes, come up with innovative solutions to problems, and increase profitability. However, it can be difficult to know where to start, let alone identify action points where change is needed.

Read More [fa icon="long-arrow-right"]

Why Using Emotional Intelligence Can Improve Your Customer Service and How To Do It

[fa icon="calendar'] Nov 30, 2016 9:23:00 AM / by Jade Longelin posted in training, customer experience,, employee engagement

[fa icon="comment"] 0 Comments

 

What is the best way to ensure that customers are delighted by their service experience? Is it tracking KPI’s like AHT or FCR? To be sure, metrics are an important component to managing a well-functioning call center. But beyond and between the numbers, how do you create a customer experience that truly makes the customer feel engaged and valued? The answer is in the quality of agent-to-customer interactions as a whole.

Read More [fa icon="long-arrow-right"]

Creating An Effective Customer Satisfaction Survey To Get More Responses

[fa icon="calendar'] Nov 29, 2016 6:28:51 AM / by Jade Longelin posted in customer experience,, call center best practices

[fa icon="comment"] 0 Comments

 

You know you need to keep track of your call center's performance. Perhaps you've sent out surveys before, but your customer satisfaction survey failed to satisfy. Maybe you didn't get enough replies, or the completed questionnaires you did receive didn't give you the information you needed. Here are some pointers on how to increase your customer satisfaction survey response rates.

Read More [fa icon="long-arrow-right"]

7 Things Your Call Center Is Doing Wrong And You Don’t Even Know It

[fa icon="calendar'] Nov 28, 2016 9:20:00 AM / by Jade Longelin posted in quality management,, call center best practices

[fa icon="comment"] 0 Comments

 You’re tracking KPI’s. You’re managing queues and hold times. Your call center seems to be running like a well-oiled machine. Or is it? Here are 7 call center mistakes you don’t realize you’re making.

 

Read More [fa icon="long-arrow-right"]

The Top 6 Call Center Agent Qualities to Look For When Hiring

[fa icon="calendar'] Nov 24, 2016 9:04:00 AM / by Jade Longelin posted in quality management,, call center best practices

[fa icon="comment"] 0 Comments

Your business might have everything else worked out, but your call center is where the rubber meets the road. It's the interface between your company and your customers─your business may stand or fall on the quality of your customer service.

 

According to the American Express 2011 Global Customer Service Barometer, 78% of customers have canceled a transaction due to bad customer service. Hiring the best call center agents is vitally important to your company's future, as well as your bottom line.

Read More [fa icon="long-arrow-right"]

7 Common Customer Service Complaints And How You Can Address Them

[fa icon="calendar'] Nov 23, 2016 9:24:00 AM / by Jade Longelin posted in customer experience,, quality management,

[fa icon="comment"] 0 Comments

 The old adage that the Customer is King is even more true today than it has been in the past. The stakes are higher than ever for call centers to consistently provide top-notch service to customers.

 

According to a survey conducted by Dimensional Research, 95% of customers report that they tell others when they have a bad customer service experience, and customers are 50% more likely to share a negative customer service experience on social media than a positive one. Thus, as important as it is to make the customer happy, it is perhaps even more important to avoid making the customer unhappy.

Read More [fa icon="long-arrow-right"]

9 Ways Real-Time Data Can Improve Customer Service

[fa icon="calendar'] Nov 22, 2016 8:39:00 AM / by Jade Longelin posted in customer experience,, quality management,

[fa icon="comment"] 0 Comments

 Real-time data for customer service has the power to customize, prioritize, and synthesize the needs of your customers. Gone are the days when customer service data is simply logged by agents to be compiled and reviewed later by managers and analysts. Rather than using such data after the fact, agents now have access to real-time data for customer service in order to provide the best possible customer care.

Read More [fa icon="long-arrow-right"]

How To Use Social Media For Customer Support And Meet Customer Expectations

[fa icon="calendar'] Nov 18, 2016 9:09:00 AM / by Jade Longelin posted in customer experience,, quality management,, call center best practices

[fa icon="comment"] 0 Comments

 Did you know that 52% of the time someone sits down at their computer, opens their web browser and visits a webpage, the first page they visit is Facebook?

 

People spend a huge portion of their day on social media. Likely because businesses immediately took advantage of the plentiful marketing opportunities, the average user now expects customer service options through social media as well. Not only that, they expect the customer service to stay consistent in quality and branding through the other channels your call center offers.  

Read More [fa icon="long-arrow-right"]

10 Best Rewards Programs for Loyal Customers

[fa icon="calendar'] Nov 17, 2016 8:44:00 AM / by Jade Longelin posted in customer experience,

[fa icon="comment"] 0 Comments

 Remember when people’s keyrings used to contain mainly, well, keys? Nowadays everyone is walking around with a fistful of plastic tags, each representing a customer loyalty program.

 

Over the past several years, it seems companies have focused increasing effort on encouraging customer retention programs, and for good reason: Studies show it costs companies 5-10x more to acquire a new customer than to keep an existing one.

Read More [fa icon="long-arrow-right"]
CTA_test.jpg

Sign me up!

Be Awesome. Learn More About Employee Engagement Here:

Grow Your Network!

Go To PlayVox