Workforce Optimization

Tried and tested techniques that can help Customer Support executives combat stress

November 23, 2021

A customer support agent or customer support talent’s job is fast-paced and requires rapid multitasking regardless of the process he/she is a part of. Customer service can get pretty stressful especially when juggling with multiple queries, dealing with people when they are at their worst, etc. One of the tougher working conditions involves sitting at …

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4 tips to establish yourself as an impressive social media customer support agent

September 21, 2021

Before telephone calls, the postal service was the quickest way to communicate customer complaints, feedback etc. Then came the telephone and before the internet, a telephone call was the most effective and easiest way for customers to seek help from companies. Then along came the internet and with it the facility to send electronic mails …

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Soft Skills – Why does it matter the most in customer service and how to master it?

December 7, 2021

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 …

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8 ways an agent can get better and increase First Call Resolution

June 24, 2021

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 …

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Better chatbots for better collaboration for an evolving workforce

June 24, 2021

Workforce engagement is one of the top priorities in an evolving digital workplace. Countless papers and statistics have repeatedly pointed out the benefits of a chatbot that ups employee engagement in terms of job satisfaction, productivity, etc. As a matter of fact, forward-thinking companies and establishments have started to use chatbots in a myriad of …

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Everything one needs to know before becoming a remote contact centre agent at VOIZ

May 19, 2021

Contact centre agents are primarily classified into two major processes: customer support or telesales across all channels from voice, email to social and chat. There are various sub-processes — from lead nurturing to debt collection depending on an organization’s business objective. Support systems are the suitable tech tools or the CX stack that are used …

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