Maximize your email efforts by tracking these metrics and making adjustments as needed. With the growing number of customer and client interactions online, building and nurturing an email list is extremely important. But — it’s only the beginning. The real success lies in ensuring your emails reach your subscribers and spark engagement and interest. Here […]
Home > Call Center Customer Service Training > Phonetic Alphabet Get it right the first time The phonetic alphabet or the spelling alphabet will show your customers that you want to get it right for them. Unless you have the latest technology, some letters sound very similar over the telephone for example “F” and “S” […]
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a […]
Introduction to AI is Revolutionizing Municipalities Throughout history, several revolutions have changed how society lives and works. Each has made a memorable mark on society, from the Industrial Revolution in 1771 to the advent of steel and electricity in 1829 and the revolutionary Information and Telecommunications Revolution in 1971. Theodore Roosevelt once said, “A great […]
The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to meet these expectations, while keeping a lid on budget and resources? The […]
Today’s entry is about the closest thing to a “rant” that you will find on this blog, so far. In fairness, I said “so far”. Here we go. I am tired of Karen. No, I am not tired of challenging customers. I am tired of the lazy act of calling someone Karen, simply because they […]
Specialty Answering Service is all about helping to create a connection between your customers and your company, while you focus on running your business. The way our agents communicate with your customers can be adjusted quickly and conveniently through our web based call center scripting platform! Our scripting platform is available to all of our […]
11 Jun Face the New Changes in CX and EX in Customer Service (Updated) Jack Welch understood change, saying “If the rate of change on the outside exceeds the rate of change on the inside, the end is near.” Businesses must evolve as the people who work for them and those who buy from them […]
I have speaking and writing about customer service since January 1980. There are only a handful of companies that have been Relentless and kept their focus on incredible customer service. COVID gave most firms an excuse to say “To Hell with the Customer” Costco is one of only a handful of companies that has never […]
Silo Thinking In every business, the work flows around the organisation something like this… Marketing specialists have an insight into what the customer wants. Research teams take that insight and develop a new product. Buyers purchase materials according to the new specifications. Logistics ship and store materials. Operations teams take the materials and produce products. […]
