It is something everyone has gone through. It is an experience that can cause feelings of frustration and anger for you as the customer. It can also make you feel as though your time is being wasted and that the
Working in a call center isn’t always easy. Customers often call when they are upset or dissatisfied, and agents sometimes listen to one complaint after another. Call center agents are tasked with quickly resolving the issues or irate customers, which
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
Customer Service from the Customer Perspective Today’s customers have had access to a wide range of customer service experiences. The options seem endless, and include talking in-person, communicating through emails or messages, and talking to an automated response system, to
Every business is bound to throw their chips into the battle of quality versus quantity at some point. More specifically, businesses often struggle with the decision of either spending more money right off the bat for quality or spending less