Call Center Industry News and Tips
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.
Using a Hosted ACD to Improve Customer Service
By Christopher S Ray
Customers contact call centers for multitudes of reasons. Nobody wants to wait fifteen minutes only to discover that another transfer is necessary to get them to the right person. And does anyone really believe that you are experiencing "unusually high call volumes?"
Tips on How To Effectively Outsource Your Customer Service
By Leah Gundran Raymundo
For many years now, companies that need access to skills and resources but do not have the capital to invest usually outsource their business to other companies whether within the same country or overseas.
Customer Service Tips – At Your Service: Gaining the Competitive Edge
By Mimi Donaldson
Top people seem to already have an edge in grasping the "rapport-building service" mentality. We discovered long ago that people often don't "buy" on the basis of need, and people don't "sell" based on their breadth of product knowledge.
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Using Call Centre Data Can Improve Customer Service
By Martin Hofschroer
Many businesses are missing a trick by failing to using contact centre data to improve customer service.
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How to Not Approach Customer Service
By Dan Jenkins
This article is about avoiding tactics that will get you less customer service than you need. Perhaps the point of this article is this: Customer Service Representatives are people, not companies. If you want the help of a person, don't treat them like a company.
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Empathy Statements for Customer Service Representatives
By Chris Saliba
Showing empathy to customers takes more than words, it also takes imagination. It's not enough to utter a few well meant clichés, hoping this will placate an upset or angry customer. People working in customer service need to make the mental stretch and try to imagine what it is like to travel in the customer's shoes.
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Creating a Customer for Life: Simple Tips to Improve/Refresh Customer Service Skills
By Carla J Greve
Think back to the last time you got GREAT customer service. Not just a friendly rep who was nice to you, but someone who REALLY listened to your needs, and gave you the impression that they truly cared about you as a person and as a customer?
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News Flash: Customer Service Is Leaving America
By Bob Nadeau
When was the last time you contacted a company's call center and had to ask for their names several times because you could not understand them? Or, how often have you been transferred from one department to another? How about the time you were placed on hold so long you had time to cook dinner, or asked to speak to a supervisor who always seems to be in meetings? I'll bet your answer is, "Way too often".
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Customer Service Excellence – Manage Angry and Abusive Callers
By Grace Du Prie
When you work in a customer service role by telephone, you will get times when you will have to deal with angry and even abusive customers. You may feel like screaming at them or slamming down the phone. But this can’t be done!
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Telephone Customer Service – It Starts With A Smile!
By Robbie Negron
Too many times having to talk to a customer service representative over the phone is a dreadful experience that we would rather not have to do. So many people now look to e-mailing or for the button to open a live chat, not necessarily because it's improved technology, rather it is because they do not want to have to deal with the unpleasant experience of speaking to someone over the phone.
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Delivering World-Class Customer Service
By Christopher S Ray
The business world's transition from local to global is at the forefront of a lot of freshly developing standards in call center customer service. As companies who outsource customer service utilize their prevailing customary best practices to a more substantial, international scope, they discover that improving service requires new techniques, processes, and operations formulated for particular sets of consumers.
