Customer service metrics are like puzzle pieces. A customer satisfaction survey (CSAT) surfaces opinions about individual interactions with your support team. Net promoter score (NPS) reveals customer sentiment—and satisfaction—around your company and product on the whole. Both metrics are valuable, but they don’t form the full picture. They may even get too much credit. According […]
Working from home is no longer a luxury for the modern business. Whether by choice (to attract talent) or necessity (responding to a global pandemic), businesses across the globe are quickly adopting flexible remote work policies for their employees. For companies that have already embraced collaborative technology to connect their employees and customers, shifting to […]
(Editor’s note: This post was originally published in May 2018. It has been updated with relevant information and additional context) In today’s world of indirect, text-based communication, many conversational skills are underdeveloped. However, the telephone is still a vital business tool, critical to both sales and customer service professionals. To truly excel in these careers, […]
Working in customer service is usually seen as straightforward and repetitive: Customers ask questions, get answers, and say goodbye—that is, until something else comes up. Many customer service scenarios are routine, but on an average day, customer service reps also deal with challenging and often unexpected situations. To bridge the gap, some managers give their […]
What makes us shy away from sharing feedback with our bosses? Do we avoid it because we fear it will fall on deaf ears? Or is it because we worry it will make us seem unhappy in our roles? According to HBR, it’s a bit of both. In a study of nearly 200 individuals from […]
You’re ready to take your customer relationships to the next level, connecting faster and more seamlessly than ever before. The problem is, your contact center isn’t quite keeping pace with your vision. Maybe you’re still researching software options that can provide the streamlined customer service your customers expect. Or maybe your in-house software is overdue […]
As a manager, it’s easy to get complacent. You give your team flexibility around where to work. You aim to be as transparent as possible about upcoming business shifts and team pivots. You even got your boss to sign off on paying agents above market rate. What more could they want? As it turns out, […]
Anyone who’s worked in customer service knows high attrition rates are the norm. But the conversations around turnover usually center on one thing: how hard it is to talk to people all day, to inherit negativity and complaints, to turn the other cheek. What’s not discussed is the lack of professional development that accompanies these […]
There’s a problem with customer service recruitment. Once someone in leadership gives the green light to hire new agents, support managers respond by filling seats as quickly as they can. They move fast to meet growing customer service needs. They move fast because they believe a role in support is something anyone can handle. But […]
Despite being around for less than two decades, Black Friday is as ingrained in the holiday lexicon as pumpkin pie and mistletoe. Cyber Monday, its more recent relative, has also enjoyed a quick climb by catering to those who’s ideal shopping experience involves skipping the lines and searching for deals from the comfort of their […]
The phone system for modern business
