Silky Sinha

7 Challenging Customer Service Scenarios and How to Handle Them

Every business thrives on happy customers and it is one of their main business goals to keep their customers happy. ‘Customer is the King’ for every business! Hence satisfied clients are the biggest assets for the company. Handling customer service is not a cakewalk. There are many hurdles in handling a customer in a satisfactory …

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How to Prepare For Coaching Call Centre Agents: 10 Tips for Managers

Call centers have become an essential support system to telecom, e-commerce, banking, insurance and many other businesses. Many large multinationals are outsourcing call centre services to countries where there are abundant skilled resources ready to work for much lesser rates. While every business thrives towards cost-control in all aspects, quality is something none of them …

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6 Effective Customer Engagement Strategies to Build your Brand

Surely starting and setting up a successful business requires a great amount of effort. It is a journey that includes lots of hard work and planning right from assessing your finances, determining your legal business structure, selecting a technology, building your team to choosing your partners. Finally after slogging so hard when an entrepreneur launches …

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5 Types of Complaining Customers and How to Handle Them [Infographic]

No matter how streamlined your business is, you can’t get away with customer complaints. They are inevitable to any business, big or small, and must be dealt with effectively. Never consider complaint management as a time-consuming and frustrating process. You must handle an upset customer in a way that encourages him to serve as a …

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5 Essential Business Tools for Startups

Startups tend to face many roadblocks in their journey of bringing a great business idea to fruition. Budget constraints, limited time and manpower can increase the friction towards reaching your business potential. In order to move towards success rapidly, entrepreneurs need a solid team and some highly specialized tools for streamlining business processes. Adopting the …

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call-center

5 Tips to Reduce After Call Work in the Contact Center

What is After Call Work, (ACW) A collective set of tasks executed by call center agents after finishing the conversation with the customers is termed as After Call Work. ACW typically includes updating the database with information collected during the call, which will help in the future interactions with the customer, and notifications to other …

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How to Handle Escalated Calls in Call Center?

Contact center employees are accustomed to dealing with different kinds of customers having varied issues. But sometimes they are faced with situations that test their ability to handle customers and provide effective solutions. One of the most challenging situations faced by the employees is handling an escalated call. It is something that no contact center …

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9 Deadly Phrases to Avoid in Customer Service and What to Say Instead [Infographic]

In order to provide great customer experience, it’s critical to know just what to say to customers and the best way to say it. Customer service reps often say things or use phrases that make the customers angry and annoyed. Most of the employees probably never even realize that they didn’t treat the customers well …

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