We are going to kickstart this article by saying that the worst mistake that most organizations and SMBs make is wearing too many hats and doing too many things internally. Every time there is a need for growth in your business, the workload that comes with it is more or less overwhelming. In today’s tech-driven …
4 crystal clear signs that indicate your business needs to outsource talent Read More »
Dealing with a difficult customer through a phone call, email, text messages, or social media; can be a challenge to bring about a positive outcome. As a customer experience agent, talking to customers and handling irate complaints is a daily task and a part and parcel of the job profile. The principle remains the same: …
5 time-tested ways for customer support agents to deal with difficult customers Read More »
To be reactive and figure things out as you go or to be proactive and plan in advance, seems to be a question most often thought about but hardly ever addressed. Of course, some might think that it is better to be prepared and ahead of the game while others might contradict that by believing …
Proactive customer support and Reactive customer support: What’s the big difference? Read More »
Live chat is a must-have communication tool for any business that wants to be an evolving customer-centric brand. By harnessing the potency of live chat; companies can provide quick and quality customer service, increase revenue and sales, and deliver smoother and exemplary customer experiences. Kevin Stirtz said “Every contact we have with a customer influences …
Live Chat 101: The significance and impact Live Chat has on CX Read More »
The customer service ecosystem is persistently evolving. Brands and agents alike must keep up with these changes by learning from every customer and customer interaction and proactively progress to continually meet the needs and expectations of present and future customers. 5 essential elements required to build a strong and lasting customer support strategy A customer support …
5 key elements to a strong customer support strategy Read More »
Live chat is a must-have communication tool for any business that wants to be an evolving customer-centric brand. By harnessing the potency of live chat; companies can provide quick and quality customer service, increase revenue and sales, and deliver smoother and exemplary customer experiences. Kevin Stirtz said “Every contact we have with a customer influences …
Live Chat 101: The significance and impact Live Chat has on CX Read More »
As customer support agents, we are constantly faced with the pressure of delivering great services to our customers in record time. Being a support agent means befriending data and metrics as these are crucial in measuring and determining how good an agent is, how well he/she handled the customer, how effectively the resolution was achieved …
Guide to shortening your Average Handling Time without compromising on quality Read More »
Story points-Introduction Call spikes and why it’s necessary to handle these spikes -Ways to handle:1. offer a call back service2. Encourage customers to move to chat when things are busy 3. Direct customers to self-serve 4. Work to improve average handling time and first call resolution rate. Usually, when we talk about customer service, we focus on the …
It is famously known that closing the sale is easier than initiating the first call but in actuality closing the sale is more nerve-wracking, stress-inducing and challenging. Closing the call or deal is most often the downfall of many telesales agents. It may start off great but if the final hurdle falls short, then there …
7 closing tips and tricks for telesales agents and advisors to increase sales success Read More »
What exactly is a KMS?Knowledge management is a continuous process of producing, using, managing and sharing information and data of an enterprise or organization with a view of having the right information and knowledge at the right time. A knowledge management system, simply put, provides knowledge and information that is meant to be used by …
Improve Customer Service with a Knowledge Management Solution Read More »
