In an ideal world, every customer would be able to get the help they needed from the first person they spoke to. In reality, however, customers aren’t always able to accurately relay their needs over the phone. For example, if they’re having trouble understanding you, or have a language barrier. If you’ve ever worked with a company that struggled with FCR, you know that customers can be a pain. You’re not able to get them to speak clearly, they’re often slow to respond, and they don’t always understand what you’re asking them to do. It’s frustrating for you and frustrating for the customer to ..read more

Ever wonder how your company measures up in terms of customer service? Customer service can be challenging, but it’s important for your company’s growth. If you want to keep your customers coming back for more, you need to improve your company’s customer service. Luckily, there are many ways to track your company’s customer service performance. However, it can be difficult to know where to begin.  Before you Start Tracking Customer Service Metrics Customer service metrics are a way to measure the effectiveness of your business’s customer service department. These metrics can help you ide ..read more

How important is customer loyalty? Is it really worth investing time and effort into keeping customers happy? It seems like every day, new businesses pop up promising great deals and discounts. But once they get their foot in the door, these businesses often fail to deliver on their promises. Why? Because they don’t care about their customers. They only want to take advantage of them. Customers are loyal because they believe in the brand. If you want to build a successful business, you need to earn your customers’ trust. This guide will teach you how to create a loyal customer base. What Is C ..read more

How often does your company train its employees on customer service skills? If you answered ‘never’, then you should read this guide. Customer service training is important because it helps employees become better at interacting with customers. In addition, it also improves their ability to handle situations where they encounter problems or misunderstandings. This guide provides a step-by-step approach to developing a successful customer service training program. This includes creating a plan, choosing the right tools, and implementing the training. What Is Customer Service Training? Customer ..read more

Customer service trends are always changing as the times change. It’s important to stay up-to-date and relevant on what customer service practices are working. Let’s make sure you are in the know by looking at the top 6 trends for 2022!  1. The Popularity of Customer Service Chatbots Is Rising Because of the increase in online shopping, chatbots have become the preferred communication channel when using a company site. This doesn’t just apply to larger companies, small businesses find chatbots to be helpful as well.   Research has shown that customers like to try getting answer ..read more

Good customer service is essential for any business. It can make or break a customer’s experience with your company, and it can be the deciding factor in whether or not they come back. In this article, we will list 16 customer service tips that are actually helpful. We’ve gathered these tips from our own personal experiences as well as from customer service experts. Keep reading to learn more! 1.  Answer the Phone Promptly (and Use the Right Tools!) One of the most important customer service tips is to answer the phone promptly. When a customer calls, they want to speak with someone as s ..read more

It’s not uncommon for employees to leave a call center because they are unhappy. Most call centers in America experience an employee turnover rate between 30 and 45 percent. As the manager you want to lower the turnover rate in order to keep a steady group of agents. Having consistency, well trained, and experienced call center agents will inevitably help the business as a  whole.  Why Agent Engagement Matters Engaged employees make a company thrive, disengaged employees do just the opposite. To help a workplace flourish, the agents need to be fully engaged. Call centers can see a g ..read more

What automation tools would help your call center thrive? There are six must-have call center automation tools that will drastically change how your call center operates – in the best way!  What Is an Automated Call Center? An automated call center will provide telephone calls, emails, texting and other various software services that are done online.   What Are The Benefits of Call Center Automations? The key benefit of using call center automations is that they help you save time and money. They also allow you to focus on more important tasks like sales or customer service. He ..read more

The new year demands new strategies for improvement and efficiency and we offer exactly that. One of the necessary call center strategies is using a power dialer, for example.  Now, let’s dive deeper into many more! Automated Your Call Center Processes  Gather Customer Insights From Other Channels  Organize Your Call Center  Allow Agents to Work Remotely  Choose a Flexible Call Center Software  Automate Your Call Center Processes Automation is a beautiful tool that makes your life so much easier! It’s unfathomable that anyone would continue going on without it ..read more

The call center audit checklist is a necessary tool to measure the performance of the company. The checklist can be summed up to five things but we have found that it is much easier to audit your call center, when using a good power dialer that supports reporting & analytics.  Overall Call Center Performance Using call center metrics will help you, as the manager, evaluate and measure the success of your goals. Some of the most relevant metrics to track in a call center include, but are not limited to:    Calls until a conversion – By tracking how many calls it takes until ..read more