Reduce agent turnovers by improving your employee engagement strategy

Monday, January 15, 2018

Employee turnover is the bane of the customer service industry. The high-stress environment of working in a call center, sometimes coupled with overwhelming workload, cause force workers to leave. But what if you're the opposite of those things? You give reasonable work demands and pay your employees accordingly, yet your workforce is still shedding. What are you doing wrong?

3 Customer service tips to make cranky holiday shoppers happy

Thursday, December 7, 2017

As the end of the year nears, customer service agents begin to receive plenty of calls from all over the world. They could be follow-ups on restaurant reservations, hotel accommodations, or purchases from online shops. Whatever they're about, all of them can make the holiday rush difficult to handle.

6 Social media customer service blunders to avoid

Monday, November 6, 2017

A recent study by SproutSocial states that 46% of consumers use social media to express how dissatisfied they are with the brands they've transacted with. To address this, brands are directly interacting with their customers using Facebook, Twitter, and Instagram. Since practically anyone online can see their posts, people believe that it forces brands to be accountable, regarding social media's value as much as other service channels.

How to break bad news to customers and still keep their trust

Thursday, October 5, 2017

As much as possible you'd want to make sure the customer interaction remains positive when talking to clients. That's what customer service is about, creating memorable customer experiences. But when it comes to service failures occurring or sales falling through, you can't just spin it to something upbeat. After all, "Anything that can go wrong will go wrong," stated the adage Murphy's Law.