The customer experience industry largely depends on employees to have a number of interpersonal skills or soft skills. Whether it is interacting with customers in person or over the phone or via email or live chat etc it is important that as an agent, you are able to relate to your customers on an authentic …
Soft Skills – Why does it matter the most in customer service and how to master it? Read More »
First Call Resolution is an important call center metric and a significant aspect of customer relationship management. The term ‘FCR’ is pretty self-explanatory as it refers to the contact centre’s ability to resolve customer issues, queries, or anything they require within the first time they call with no need of a follow-up after. Agents are …
8 ways an agent can get better and increase First Call Resolution Read More »
The concept of work-life balance is already a tricky one for working married couples. But when you’re doing the same all on your own, it’s an even bigger challenge. As a single parent not only does one have to juggle the logistics and responsibilities of childcare, but also has to handle the financial and practical …
How becoming an agent gave this stay-at-home mom a career re-do Read More »
It’s great that companies are building innovations and technologies around the needs of the customers. But when it comes to help and support, we are psychologically inclined to trust a person skilled in that particular field. In addition to that, customers look forward to having a conversation with someone who is emotionally adept and capable …
How do Customer Support professionals deliver better customer experiences over Chatbots? Read More »
One of the most important statistics a company can measure with regard to agent performance and productivity is FCR or First Call Resolution. With the expansion of communication channels and platforms, it can also be referred to as First Contact Resolution. This metric examines whether the customer has his or her issue, request, or query …
Tried and tested ways to improve FCR in your company Read More »
Being an agent is almost like being a performer in a circus or a show, whether it is performing trapeze acts or juggling spinning balls or walking a tightrope — it takes concentration, coordination and vigour to keep everything running effortlessly, all the while keeping your audience happy. The demands of customers have escalated to …
Top 5 essential customer service metrics to keep track of Read More »
Navigate through VOIZ’s easy agent hiring process that will not only allow maximum exposure of your project requirements but also guarantees the right agents to support it! Step 1: Identify yourself as a company and select ‘Hire CX agents” and get started with signing up with VOIZ Get started with setting up your employer/company profile …
Three steps to outsource your customer support effectively and effortlessly on VOIZ Read More »
When a company is growing concerning CX, the number of customers tends to grow as well. To keep up with the growing demands of the customers, which is why companies are under the pressure to scale up the CX operations when they grow rapidly. An on-premises contact centre is a conventional setup for offices. This traditional …
On-premises vs Remote in CX: 4 differences you need to know Read More »
In today’s digital age, it is important to acknowledge that customer experience holds the key to customer retention. To keep your customers happy and satisfied, they must be continually provided with an optimal level of customer interaction upon which loyal customer relationships are built. The current trendUnemployment is on the rise, and even more so …
How to Hire Customer Support or Telesales Team effortlessly Read More »
Aspiring agents, the good news is that getting on board with VOIZ is extremely easy and requires hardly any time. All you have to do is hit the link (https://app.voizworks.com/signup) and get registered and start applying for jobs! Step 1: Identify yourself as a ‘Professional’ and sign up with Facebook or your email ID to …
A simple three-step guide for agents to get on board with VOIZ Read More »
