The Benefits of Improving First Contact Resolution Rates

The Benefits of Improving First Contact Resolution Rates

What is First Contact Resolution? First Contact Resolution (FCR) measures your ability to resolve a customer’s issue the first time they get in touch thus, eliminating the need for a follow up. Many consider FCR to be one of the cornerstone metrics of contact center productivity as it helps assess agent performance and operational efficiency…

How to Harness the Power of Customer Self-Service

How to Harness the Power of Customer Self-Service

In a recent study, business professionals said that their number one priority for the next five years is the customer experience. Adding to this, 67% of customers say that they prefer the option of self-service over speaking to a company representative. Combine these facts together and the value of customer self-service in the digital age…

6 Reasons Why You Need a Knowledge Base

6 Reasons Why You Need a Knowledge Base

The on-demand culture is the in-thing. Everywhere you look, the shift in customer behavior towards immediacy resulting from the ease of access the digital world affords us is in full swing.  Whether products, services, or mere information on how to use these products and services, customers are rewarding businesses that give them what they want,…

How to Determine Which Customer Service Channels to Focus On

How to Determine Which Customer Service Channels to Focus On

The proliferation of multiple customer service channels has increased customers’ expectations in their interactions with brands. Businesses strive to meet these expectations to maintain customer loyalty and increase revenue. While the Omnichannel approach has enabled seamless customer service on various integrated networks of devices and touchpoints, you must prioritize support channels based on which is…

Agent Engagement: How to Motivate and Retain Top Talent

Agent Engagement: How to Motivate and Retain Top Talent

The contact center is the beating heart of any great business. It’s the human touch of contact your customers have with your company. Their customer service experience—good or bad—will color their perception of your company forever. 93% of customers are more likely to be repeat customers of companies that offer excellent customer service. Support managers…

ABC of Data-driven Customer Service Management

ABC of Data-driven Customer Service Management

Exceptional customer service management in today’s fast-paced business environment makes for a competitive advantage. For customer service leaders who look to empower team members, develop operations, and impact their bottom line, the data-driven approach to managing support is a one-way street.   The strategic importance of customer support means that there is a plethora of metrics…

Customer Service Trends for 2022

Customer Service Trends for 2022

The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one hand, brands navigate their way towards customer-centricity. On the other, the consumer is even more empowered and as a result, has higher expectations. It only makes sense to offer your clients…

Engaging survey intros for any Customer Service channel

Engaging survey intros for any Customer Service channel

A survey invitation can have a significant impact on the impression you make with your clients when you start a feedback conversation with them. It is a well-kept secret that a good survey invitation will drive better opening and response rates compared to the actual content of the survey itself. It’s simple: Better intro, better results!   Remember not to overestimate your customer when it comes to providing feedback. They…