Contact Center Executive Priorities for 2018

Author: Jim Rembach Originally published on: https://customerthink.com Coaching is the #1 agent experience focus for 2018. Yahoo! At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. I am just praying that this year we will not[…]

Call Center in Mexico

Six Trends That Will Shape Customer Service In 2018 (For Better Or Worse)

Call Center in Mexico  You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t. Here are the six customer service trends we[…]

Call Center in Mexico

Would You Rather Clean A Toilet Or Contact Customer Service?

Call Center in Mexico Based on what you think a customer service experience is like, would you rather clean a toilet or contact customer service via an Interactive Voice Response System (or another customer service channel)? That question was posed to 1,000 American consumers by Aspect as they conducted research for their 2017 Aspect Consumer Experience Index.[…]

Call Center in Mexico

Help Even When You Can’t Help: A Customer Service And Job Satisfaction Principle

Call Center in Mexico Customer service can be frustrating work, because of the limiting parameters. You’re interacting with customers briefly and in a closely-defined role, where there’s a ceiling on how much you can do for them. You’re handling a product return, but the problems in the customer’s life (you can just tell from their[…]

Call Center in Mexico

For Better Customer Service, Offer Options, Not Apologies

Call Center in Mexico Jagdip Singh, a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team’s new findings about customer satisfaction. He says apologizing is often counterproductive and that offering customers different possible solutions is usually more effective. He discusses what companies can do to help service representatives[…]

Call Center in Mexico

Helping Turn Callers Into Loyal Customers

Call Center in Mexico When consumers call an operator standing by for help, it’s often only after exhausting their DIY efforts. In the latest Call Center Commerce Tracker™, powered by IntraNext Systems, Gary Praznik, COO of call center manager iQor, describes how call centers handle those increasingly complex calls by combining human smarts with AI brains — and use voice[…]

Call Center in Mexico

The New Skills Needed For Superior Customer Service

Call Center in Mexico When you hear the term “customer service skills,” what comes to mind? Several soft skills might be the first thing you consider. A short list includes the ability to be empathetic and pleasant to customers; being able to think on one’s feet; an effective communication style; patience; a diplomatic nature. The key[…]

Call Center in Mexico

The Top Six Worst Customer Service Stories Of 2017

2017: The Year Of Being Offended Call Center in Mexico The reality is that truly wonderful customer service is easy to recognize when you see it. WOW customer service happens when employees demonstrate that they care about their customers, and when they take ownership over customer experiences. Bad customer service is a little more relative, and[…]

Call Center in Mexico

A Tricky Little Customer Service Secret: Wowing Customers Can Turn Them Off (If You Do It Wrong)

Call Center in Mexico “Wow” customer service can be a huge win for any business, but you need to know how to do it right. After you task your employees with delivering “wow” (which I define as “service that goes beyond fulfilling basic customer expectations, and does so in a creative, unexpected way”), you can get[…]

Call Center in Mexico

When Building Your Customer Service Culture, Watch Out For This Landmine

Call Center in Mexico You don’t build a successful customer service culture by only helping the people you think can help you back, the VIP clients and big spenders and celebrities with instagram followers in the seven digits. Turning your customer service on and off in this manner–being calculating in choosing the customers on whom to lavish[…]