AI, IoT and what it means for your customer service
From the endless wait for the snail mail to posting complaints on social media, customer service has undergone a paradigm shift. And computers and telephony have certainly made the job...
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The Melange of Emotions in Customer Service
Doesn’t the process of customer support remind you of being stuck in a traffic jam?
That endless wait which unleashes the primal side of the benign being, the jittery moments that test resilience...
Making it personal is good!
I went to get a cup of coffee at a local coffee shop called Brew Room and was greeted by an elderly man with a pleasant smile. He owned the shop and was also the...
The importance of listening to your customers.
Complaints, feedback, suggestions, ideas—customers communicate a lot of things to you. All you need to do is listen. But what exactly does it mean to listen to your customers, and, what happens...
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,...
Skills your agents need to stay ahead of the customer service game.
Every customer interaction is unique. Some are polite. Others are inquisitive. They can even be a little demanding. But no matter the type, each customer is special to your...