Create and curate a kick-ass Knowledge Base!
Today’s customers are more inquisitive and informed than ever. They demand an explanation for everything and expect complete accuracy in the explanation. By bombarding you with ifs, whats, hows and whys, they…
Dousing the Flames of Agent Burnout
Burnout drains away worker productivity and causes feelings of disillusion. It adversely impacts productivity and can lead to higher rates of attrition. It’s insidious and apt to pop up anywhere, if not addressed…
Are you playing hard to get with your customers?
Every company wants to deliver a five-star experience to every customer. But often, despite trying hard, they don’t quite deliver. Sometimes support teams just fail to be available for customers when…
Build ways, not walls.
Human beings make choices every day. What to wear, where to go, eat or skip breakfast, to quit smoking or not and so on. We may not like them, we…
The Three C’s to Training your Agents Effectively
Does training your agents get you happy customers? Successful companies seem to believe so. From conglomerates to startups, the businesses that rake in profits take customer service quite seriously. Training is basically a…
Bridge the gaps to your ideal customer conversation.
“Please hold the line. A customer service rep will be with you in a moment. Thank you for your patience.” And there it starts. This is Minute Zero, and the…
Meet higher expectations with better hires.
As a business, it’s worth thinking about what you do beyond just selling your customers an amazing product. Taking a granular look at things, you notice that it’s your agents who talk to…
Right or wrong; to rude customers, with respect.
A couple of months ago, I was eating at a popular fast food joint, during the lunch rush. A commotion at the billing counter turned out to be a furious…
Be there or be square!
A guide to being more available for your customers. How do you ensure that you’re available for every customer, every time? You can open up all the channels you want, and encourage…