🔥 Just released! The Future of CX - Technology Trends 🔥 👉 Get the report!
🔥 The Future of CX - Tech Trends in 2024 👉 Get report!
Omnichannel support has become the gold standard for success in the customer service world. Luckily, in terms of technology it’s never been easier to go down the omnichannel path. For many businesses, however, grasping the benefits of an omnichannel strategy is not as straight forward, especially when weighing the required investment against the results it…
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,…
When you strive to align customer service strategy with business goals you end up maximizing Customer Success. Customer success refers to the efforts a company makes to proactively meet customer needs and ensure the longevity and success of its relationship with its client base. Companies that prioritize customer success rely on relationship management to ensure…
The traditional method of hiring new customer service agents, giving them a few days of basic training, and then unleashing them onto the contact center floor sets up your agents for failure. It results in high agent attrition rates, increased training costs, and a group of agents unmotivated to perform above and beyond the call…
Every company needs to grow and adapt if it is to survive and prosper. As you grow, it is imperative to scale your support operations as well, to continue offering exceptional service to your customer base. However, scaling up your customer support does not come without challenges. In this article, we’ll look at the best…
The size and structure of your team significantly impacts the efficiency and effectiveness of customer service. Support needs vary greatly depending on industry, business size, product, or service, so it’s natural for many organizations to find it challenging to choose the proper customer service structure that meets expectations. In this article, we are discusing the…
The ability to provide excellent customer service is one of the most important aspects of any business and something all employees should learn. Some of the most important customer service skills include communication, attention to detail, stress tolerance, empathy, and more. Support skills are important for many reasons. They can help you build strong relationships,…
Time is money, they say, and when it comes to customer service that old aphorism couldn’t be truer. If you want to get the most out of Zendesk, an app that tracks time is key not only because it can be used to measure agent performance but also because it can help you spot bottlenecks,…
Agent attrition refers to how often customer support agents leave a firm. According to a NICE survey of 400 U.S. and UK contact centers, agent turnover is a massive problem in the industry, with contact centers seeing an average attrition rate of 42% in 2021. Larger contact centers are even worse hit by high attrition…
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…
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