Aug
28

Forty-Four Percent of Customers Say Companies Don’t Make Customer Service Easy

Ask anyone middle aged or older today about their experiences doing business with companies, and most of them will tell you that it’s much more difficult today. While Americans have less leisure time on their hands than ever and work longer hours, the time it takes to settle issues with companies seems to lengthen. There are longer hold times, more calls (because of mistakes or conflicting information) and longer waits for responses in digital channels. Once upon a time, most people would contact companies directly. Today, more often than not, customer queries go through middlemen, which adds time and errors to the process.

Aug
27

Forty-Four Percent of Customers Say Companies Don’t Make Customer Service Easy

Ask anyone middle aged or older today about their experiences doing business with companies, and most of them will tell you that it’s much more difficult today. While Americans have less leisure time on their hands than ever and work longer hours, the time it takes to settle issues with companies seems to lengthen. There are longer hold times, more calls (because of mistakes or conflicting information) and longer waits for responses in digital channels. Once upon a time, most people would contact companies directly. Today, more often than not, customer queries go through middlemen, which adds time and errors to the process.

Aug
26

Forty-Four Percent of Customers Say Companies Don’t Make Customer Service Easy

Ask anyone middle aged or older today about their experiences doing business with companies, and most of them will tell you that it’s much more difficult today. While Americans have less leisure time on their hands than ever and work longer hours, the time it takes to settle issues with companies seems to lengthen. There are longer hold times, more calls (because of mistakes or conflicting information) and longer waits for responses in digital channels. Once upon a time, most people would contact companies directly. Today, more often than not, customer queries go through middlemen, which adds time and errors to the process.

Aug
25

Forty-Four Percent of Customers Say Companies Don’t Make Customer Service Easy

Ask anyone middle aged or older today about their experiences doing business with companies, and most of them will tell you that it’s much more difficult today. While Americans have less leisure time on their hands than ever and work longer hours, the time it takes to settle issues with companies seems to lengthen. There are longer hold times, more calls (because of mistakes or conflicting information) and longer waits for responses in digital channels. Once upon a time, most people would contact companies directly. Today, more often than not, customer queries go through middlemen, which adds time and errors to the process.

Aug
24

Forty-Four Percent of Customers Say Companies Don’t Make Customer Service Easy

Ask anyone middle aged or older today about their experiences doing business with companies, and most of them will tell you that it’s much more difficult today. While Americans have less leisure time on their hands than ever and work longer hours, the time it takes to settle issues with companies seems to lengthen. There are longer hold times, more calls (because of mistakes or conflicting information) and longer waits for responses in digital channels. Once upon a time, most people would contact companies directly. Today, more often than not, customer queries go through middlemen, which adds time and errors to the process.

Aug
23

Why Call Center Management Needs to Pay Attention to Consumer Behavior

When was the last time you had the complete and perfect shopping experience? The things you wanted were presented to you as soon as you walked in the door; the price was just right; you could easily find the complimenting items; and the service was quick, friendly and complete. It sounds like the ideal environment where the company truly understands you as the customer and creates the ultimate experience.

Aug
16

Should You Advise Your Customers of the "Best Time to Call"?

When it comes to providing the best possible customer support, not all times of day are equal. Depending on your business, there will be times of day, days of week and times of the month when enormous call volume prevents you from offering a great customer experience. It doesn’t matter how well trained your agents are, how terrific your contact center software, or how skilled the manager is: long hold times and rushed agents will diminish the quality of the experience.

Aug
15

Cultivating the ‘Soft Skills’ in Customer Support

What makes cultivating soft skills so difficult is that they can vary from day to day. Every employee has bad days and good days, and soft skills can suffer on the former and flourish on the latter. It’s up to managers to ensure that agents aren’t letting a lousy mood or a sleepless night affect the quality of soft skills being offered. Call center management needs to pay frequent attention to maintaining the quality of the soft skills on a daily, if not hourly, basis.

Aug
14

Cultivating the ‘Soft Skills’ in Customer Support

What makes cultivating soft skills so difficult is that they can vary from day to day. Every employee has bad days and good days, and soft skills can suffer on the former and flourish on the latter. It’s up to managers to ensure that agents aren’t letting a lousy mood or a sleepless night affect the quality of soft skills being offered. Call center management needs to pay frequent attention to maintaining the quality of the soft skills on a daily, if not hourly, basis.

Aug
13

Cultivating the ‘Soft Skills’ in Customer Support

What makes cultivating soft skills so difficult is that they can vary from day to day. Every employee has bad days and good days, and soft skills can suffer on the former and flourish on the latter. It’s up to managers to ensure that agents aren’t letting a lousy mood or a sleepless night affect the quality of soft skills being offered. Call center management needs to pay frequent attention to maintaining the quality of the soft skills on a daily, if not hourly, basis.