Supervisors play a critical role in shaping the success of both their team and the organization. They are responsible for managing daily operations, ensuring agents meet performance targets, and maintaining high levels of customer satisfaction. However, even the most well-intentioned supervisors can fall into habits that unintentionally hinder their team’s growth and productivity. In this […]
Business communications have come a long way. From basic landlines to advanced digital tools, the ways businesses connect with customers and teams have evolved dramatically. Traditional phone systems used to be expensive and limited in what they could do. PBX (Private Branch Exchange) systems later helped by uniting employees under one phone network, […]
Employee recognition is an essential component of fostering a productive and motivated workforce. As highlighted by Forbes, recognition is pivotal to employee engagement, with its significance expected to grow in 2025. By celebrating achievements, recognising efforts, and rewarding contributions, businesses can enhance employee morale, boost retention rates, and improve overall performance. For Australian businesses, finding […]
Modern businesses cannot imagine their workflow without live chat software on their websites. Live chat software makes it possible to answer customers’ questions in real-time and do this very quickly and professionally. At the same time, live chat agents can manage multiple chats and assist several customers concurrently. Does this reduce the customer service quality […]
If you’re still using the eDesk ticketing system in 2024, you could miss out on a lot. Being a part of the customer support industry for over a decade, I have seen the help desk landscape evolve quite a bit. In fact, there are lots of eDesk alternatives that can deliver much better outcomes. Let’s […]
12 Feb Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX Do you love your customers? Do they know it? It’s vital to business to show your customers appreciation. Holidays like Valentine’s Day are a reminder to do more than consume mass quantities of chocolate. They highlight the fact that expressing appreciation nurtures […]
Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, […]
On our latest Start Good Trouble webinar, we sat down with Bobby Pinero to get some insights from his startup journey. joins us Bobby is the co-founder and CEO of Equals, a next-generation spreadsheet that is directly connected to your data. Every decision in SaaS hinges on the right insights. And the right insights come […]
Principle 1: Rapport Rapport allows you to work more effortlessly with other people because you know, like, and trust each other. That often happens informally when you work in the same office. Coworkers stop by your desk, chat with you after a meeting, or say “hi” to you in the hallway. Those opportunities don’t exist […]
Challenges MSPs Face in Engaging Customer When it comes to customer engagement, MSPs face several challenges. Several studies and surveys have found various aspects of challenges. We will discuss some of those here: 1. Handling Large Number of Clients Can you guess what is the average number of clients a regular MSP serves at any […]
