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.

Science-backed stress management tips to help your agents unwind

Thursday, September 21, 2017

Stress management is just one of the many challenges that contact center agents struggle with. If not managed properly, stress can detrimentally affect one's physical, mental, and emotional well-being. It may cause sleep disorders, cardiac problems, depression, and other alarming health issues. Because of this, contact center agents who are continuously stressed tend to underperform, or worse, quit their jobs.

How to use your IVR system to gather consumer insights

Wednesday, August 9, 2017

business hand pushing virtual interface holographic world figures numbers
To increase customer satisfaction and loyalty, call centers are now turning to sophisticated technologies, rigorous agent training, and customer-centric policies. But the question is, are these investments making an impact upon customers? And if so, how do they shape the customer experience?

3 Email customer support mistakes to avoid

Tuesday, July 4, 2017

problematic businessman looking at laptop screen waiting for email support In spite of the continuous growth of social media as a communication platform for companies, email support remains to be as important to customer experience as other service channels. About 91% of consumers use email at least daily for personal and marketing communications.