Call centers that handle service and support calls are, unfortunately, often viewed as cost centers. Although these centers usually don’t bring in revenue directly, they do contribute to the company’s goals in many valuable ways, most notably in reinforcing the company’s brand and in increasing customer loyalty. To raise the visibility of your call center […]
Everyone wants to feel like they make a difference at work. Everyone wants to feel that his or her opinion counts. That is where empowerment comes into play. When you empower your employees, you let them make key decisions regarding their jobs and customers. By giving them some degree of ownership over their work, you […]
Fact: Engaged employees provide better customer service. Tap into your center’s greatest resource – the employees – and reap the rewards! Engaged team members go above and beyond to solve customer issues and consistently provide superior customer experiences. Engaged Employees Take the Time to Build Rapport Before you start to worry about your center metrics, […]
As a customer service consultant I think that I am sometimes as guilty as anyone of over-analyzing customer service, looking for something really complex that drives the ideal customer experience. The other week I had an enlightening experience that reminded me that customer service is really quite simple, and that just getting the basics right […]
When you think of coaching, what comes to mind? Most likely, you automatically think of someone leading their sports team to a championship, right? Now, while a coach is someone we often associate with sports, coaches are also managers and mentors in the workplace, guiding us to our own professional victory. Coaching is one of […]
When managers hear they need to improve employee satisfaction to achieve customer satisfaction, they often don’t know where to start. Employees are at the front line, assisting customers first hand. If employees are unhappy, there’s no telling what kind of service they will provide. Unhappy employees negatively impact your company’s earning power. According to Gallup Consulting, […]
One of the most important components of superior customer support is having a team of technicians with consistent communication skills. All technicians must be skilled at determining a customer’s reason for calling, controlling the call with open and closed questions, and efficiently troubleshooting and solving problems. Having a common approach to customer service, and technicians […]
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