Plain Truth vs. Pretty Lies
Today’s customers are presented with a barrage of promises as brands vie for market share. Rather than feel spoiled for choice, the savvy customer is more concerned with which brand to believe. If you’re in business…
Beyond Competition to Customer Expectation
Technology may have changed the way we do business, but customers’ needs still drive demand and decide market share. So rather than obsess over competition, prudent brands focus on effective feedback processes to identify customer expectations. An…
Listen up! Your customer is speaking.
Customer feedback is pivotal to the better customer experience. The customer is the fulcrum around which all business plays out. Listening to their voices is the foundation to a better customer experience. In the digital age, feedback is constant and always within reach. Customers today, freely…
Agent Training Hardships and Overcoming Them 101
Every aspect of running a business smoothly is a challenge. This is especially true when it comes to the training-your-agents part. You train agents to reflect your company’s values. When…
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…
How reachable should you be?
The answer to this question lies in one word: convenience. Not your convenience, but your customers’. You want it to be convenient for your customers to reach you, no matter…
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…
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…