Efficiency becomes crucial when you’re managing a team of support agents with a high volume of requests. In high-volume contact centers or quickly-scaling teams, saving just one minute of an agent’s time per ticket can accumulate into hours saved each month. These saved hours translate into significant cost savings for your company — which you […]
Over the years of my customer service journey, I always enjoyed being able to answer “Yes” to a guest question. First of all, no one likes being told “No”. “We’ll get to that in a moment. But years back, as a manager at a Colorado cave and theme park, I dealt with a litany of […]
Image courtesy of Pixabay Today I’m pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul’s site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working. In this […]
A Selling Experience Formula Selling has never been more difficult in today’s crowded market, where it is hard to tell one company, service, & product from another. A great company must train its sales teams to differentiate within the first few moments of contact with a potential buyer through the entire sales process. You are […]
You satisfy your customers, but can you satisfy our curiosity? With Trevor Kimball, Support Team Manager at MultiTracks.com. Please tell us a little bit about your company and what you do there.My title is Support Team Manager and I manage our global support teams. Our company provides resources and software tools to worship bands, houses […]
I’m really not a fan of fast food. In fact, it’s extremely rare for me to ever visit a fast food restaurant or buy a takeaway meal. The only time I would ever go into a McDonalds or Burger King would be to use their toilets or (if I’m really desperate) to eat one of […]
Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment […]
In the early 1990s I lived in a very posh part of London called Highgate. Just down the road from my flat was one of the most famous cemeteries in the world, which contains the graves of some very important people, including perhaps the most influential philosopher of the last 150 years – Karl Marx. […]
AI in Insurance: How Automation Changes Everything The future of insurance is AI-driven, offering streamlined processes from signing up new customers to filing a claim and providing personalised services as unique as your fingerprint. With automated AI processes, underwriting becomes faster and more accurate, empowering underwriters with valuable insights from data analysis. Filing a claim […]
Customer Service Phone Training: What You Need to know Customer service phone training is an essential part of any business that wants to provide exceptional customer support. Phone calls are still one of the most common ways for customers to reach out to companies, making it crucial for customer service representatives to be well-trained in […]
