Hiring excellent customer support agents is integral to enhancing customer satisfaction and increasing customer loyalty. In order to strengthen the backbone of your company’s customer service segment, you require candidates who can effectively address customer requirements, work as team players, and help to realize the organization’s goals. Continue reading “Top Traits to Look for when Hiring a Customer Support Agent”
7 Tips to Combat Stress in a Call Center Environment
Stress within a call center environment is an undeniable reality. More often than not, call center employees face stress that is multifaceted and difficult to handle. The high-intensity work environment combined with ambitious performance targets and conflicting role requirements -presents varied challenges to employees and leaves them drained.
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3 Top Reasons Live Chat Makes Your Contact Center More Resourceful
The new age customer has a very short attention span, and even lesser patience.
Now, that shouldn’t come as a surprise to you under present conditions, where the world is dictated by breakneck internet speeds and swelling mobile data usage. However, if your business still relies only on conventional mediums of interaction with customers, I must tell you that it might cease to exist.
This is exactly the reason why all contact centers need Live Chat. Continue reading “3 Top Reasons Live Chat Makes Your Contact Center More Resourceful”
5 Ways to Enhance First Call Resolution
All contact center reps and managers understand the importance of metrics and TLAs (three letter acronyms). Among them, ‘FCR or first call resolution’ is what matters the most, as it is one such term which can be a true measure of efficiency, performance and customer satisfaction quota, all at once. Continue reading “5 Ways to Enhance First Call Resolution”
How to Transform your Business with Digital Customer Service
Customers today are paying heed to their most preferred channels of communication. With the growth and advancement in technology, having a well established platform for conveying your brand message to the target audience is a must. Continue reading “How to Transform your Business with Digital Customer Service”
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 right tools is advantageous in enhancing productivity and finding and retaining customers. Continue reading “5 Essential Business Tools for Startups”
US Elections & Currency Demonetization: Double Blessing for Startups?
Phew! The last week was a rather lengthy and horrendous one, for most people. Well, at least for people living in the two major political superhouses – US and India. The reasons for the cacophony and pandemonium are not known to only those, who have just awoken from a state of hibernation or Cryosleep!
All the blame game for the past week has revolved around two topics which have caught worldwide media attention, and turn insomnia into a regular affair among the masses. Continue reading “US Elections & Currency Demonetization: Double Blessing for Startups?”
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 divisions on further action to be taken, and of course adding the solution to the knowledge base if the issue is resolved. After Call Work is a component of a critical call center KPI, the Average Handle Time. While on ACW, the agent would not be able to accept any call, and is also often called Post Call Processing or Wrap up. Continue reading “5 Tips to Reduce After Call Work in the Contact Center”
5 Tips to Reduce Average Speed of Answer in your Startup
In order to evaluate and enhance the contact center’s quality of service in your startup, you have to monitor various key performance indicators (KPIs). The average speed of answer is one of the most important KPIs that allow assessing the efficiency and agent accessibility of your contact center.
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5 Mistakes to Avoid while Integrating Customer Journey into E-Commerce
Don’t run off into the sunset with an e-commerce idea and forget that your online store is actually meant to serve your customers’ journeys – not yours. Here is how to go about building an online store that puts the customer journey at the heart of your store.
Continue reading “5 Mistakes to Avoid while Integrating Customer Journey into E-Commerce”
