What Is Call Resolution?
By Sarah Shore
First call resolution is one of the most important metrics for a customer service department.
February 6, 2012
Call Center Industry News and Tips
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What Is Call Resolution?
By Sarah Shore
First call resolution is one of the most important metrics for a customer service department.
Customer Service – One Critical Step to Get Employees on Board!
By Meridith Powell
My work as a business coach and sales and service speaker has me traveling quite a bit. I often have to run errands and take care of family business while on the road. [Read more...]
Tools For Customer Service
By Boby Hermez
There are many innovative Web-related tools to enhance customer service and Customer Relationship Management (CRM). Here are the major ones: [Read more...]
Customer Service On The Web
By Boby Hermez
Customer service on the Web can take many forms, such as answering customer inquiries, providing search and comparison capabilities, providing technical information to customers, allowing customers to track order status, and of course allowing customers to place an online order. [Read more...]
Providing Quality Customer Service – How to Deal With Complaints
By Keith Barreto
It’s probably the ultimate achievement for a customer service representative to take a customer who is complaining and end with them sending a written compliment. [Read more...]
10 Call Answering Tips for Outstanding Service
By Elizabeth L. Robinson
There aren’t many jobs out there where phone answering skills are moot. From service techs to attorneys, phone etiquette sets the tone for your entire business.
[Read more...]
Are You Loyal to Your Customers? Really?
By Shaun Belding
Check out the mission statements of most organizations, and there’s a good chance you will see some reference to customer service, customer experience or ‘customer centric.’
[Read more...]
Ways to Satisfy and Motivate Employees
By Kimberly Wolfe
Satisfied employees usually translate to having satisfied customers. Keeping your employees happy, though, isn’t easy. But with a little creativity, motivational programs can be done regularly.
[Read more...]
3 Reasons Your Customer Service Training Isn’t Sticking
By Shaun Belding
One of the biggest issues with customer service training – all training, in fact – is that it often doesn’t ‘stick.’ To steal from John Wanamaker’s famous quote about advertising,”Half the money I spend on training is wasted; the trouble is I don’t know which half.”
[Read more...]
Top 5 Ways of Keeping Your Cool When Dealing With Angry Customers
By Bill Walsh
By staying calm, you may be able to satisfy even an upset customer. Even if you don’t, you can maintain your professionalism.
[Read more...]
Why Good Customer Service Is Necessary and How to Attain It
By Tony Jacowski
In any successful business firm, the quest and commitment to a good client service starts from the company leaders. They must have the urge to not just fulfill the expectations of the client but also to go above and beyond in order to exceed them.
[Read more...]
How Enterprise Cross-Sell Can Improve Customer Service
By Kristie K Heinemann
Consumers' trust in the financial industry has been shaken. Banks need to be able to make their customers feel comfortable with their banking experience and offer them products that can be interwoven into the fabric of their day-to-day activities.
I originally developed this site to provide Cal Center Professionals with Useful Call Center News and Information. Since 2005 this site has evolved but we continue to provide useful content. [Read More …]
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