We all know that good customer service is an essential part of any thriving business. But what exactly makes for a good call center agent? Great agents have several traits in common: Must-Haves: Being a people person. This is arguably
In today’s job market, experience can separate one candidate from the next. This is especially critical for the college students, since the majority of them will begin their first professional job after graduation. They seek out experiences, such as internships,
According to the 2014 Call Center Executive Priorities Report, 68% of businesses plan to increase their customer management spending to better their overall customer experience. But why is customer experience so important? Though there are many reasons why you should
(And Why The Phone is a Great Place to Make It!) There is an old saying that goes, “You never get a second chance to make a first impression.” Nowhere is this truer than in business. Your customers’ first interaction
Outsourcing call centers can be a tempting option for businesses looking to lower costs, but often the initial savings don’t pay off in the long run. Local call centers provide invaluable benefits that outsourced call center can’t — and they
“Thank you for calling (insert company name here); the next available employee will be with you shortly, please hold.” We’ve all heard horror stories about being put on hold by customer service hotlines—complete with monotone automated messages and irritating music.
“Hello, customer service. How may I help you?” With just those eight words, a customer may already be dreading having called customer service. No matter how simple a question they had, it’s now become a chore and will take up
…or Recorded for Quality Assurance Purposes.” After hearing this statement over and over again while on hold or before speaking to some customer service representative, we have all grown accustomed to the idea that what we are about to say
An Introduction to PCI Compliance If you have ever made a purchase via the Internet or telephone, you have had contact with PCI Compliance. If your business has ever accepted a credit card via the Internet or telephone, you have
Team Building Sometimes, putting and keeping a team together can be just as stressful as the actual project being worked on. However, here are three ways you can help eliminate issues within your group while also leaving room for growth.