The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to […]
If you’re a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you’ll definitely want to read this. And even if you’re none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will benefit. I recently asked for […]
Published on 20th July 2024 by Gemma Harding Outsourcing is increasingly becoming a strategic approach for healthcare businesses aiming to enhance efficiency, reduce costs, and improve patient care. With the growing complexity of healthcare operations, healthcare business process outsourcing offers a practical solution for managing various functions effectively. This article explores ten key […]
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here […]
Wondering how to improve average handle time (AHT) in your contact center? If you always seem to be asking yourself, “How to improve my AHT?”, here is a six-point action plan for improvement: Optimize agent training in the CRM Streamline the workflow and processes Automate tedious, time-consuming tasks Recommend next steps with in-context guidance Monitor agent […]
“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing […]
A Broken System Waldsterben is a nasty word. It is a German noun that means “death of the forest.” Trees have been dying across swathes of Germany and central Europe since the 1970s. Leaves and needles fall, and the bark drops off, leaving great tracts of tall, dead stumps. It is a dismal sight and […]
The use of chatbots in the B2B support industry has been on the rise for years. There’s a good reason for this. Because they’re now backed by artificial intelligence, these tools can do much more than provide simple, one-dimensional responses to client inquiries. They’re now capable of transforming the way a business interacts with its […]
Amazon orders workers to go back to the office every day / The US Job Market No Longer Sizzling /The Silent Layoff / Virtual Experience Revolution Workshops / Internal Communications Best Practice Our Virtual Experience Revolution Workshops Great brands all have a signature experience. A signature experience is a distinct experience your customers and employees […]
Have you ever been a victim of fraud? If you have, then you’re not alone, because research shows that 21% of the British population were victims of fraud between 2021 and 2023 (Source: Social Market Foundation). I was myself the victim of a major credit card fraud a few years ago when somebody phoned my […]
