The term escalation has negative connotations. Nevertheless, escalations are important processes that enable us to comply with service level agreements (SLAs) and resolve customer problems more quickly. The escalation process plays an important role in customer service management. This article explains how it can best be managed so that you can wow customers.
As businesses grow, providing the best service to customers becomes more complex. Once, there were only one or two people who simply answered the phone and provided assistance. Now, it's time to evolve: Your business needs a dedicated contact center to better support customers.
Excerpt Human resource management (HRM) is more than just personnel management. It encompasses all areas of an organization's human capital. Learn more about its importance, functions and future development.
Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make sure that the service customers receive is of high quality.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other departments. In contrast, contact centers act as a central hub that can be reached via multiple channels to provide direct support to customers.
This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of the platform and the blueprint for implementing WA into your business CS structures.
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and strengthening the brand are the goals. Learn the facts and tips here.
Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
Business owners ask me these three questions about moderinizing their businesses. Here are my answers.
By focusing on processes and automation, businesses can better manage compliance with today's data privacy and protection regulations.
Having a high turnover rate is costly for businesses and destroys team morale. Learn how to avoid stress in customer service teams.
Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.
Navigating public sector services often feels like the complete opposite of a good customer experience. In 2020, why is this still the case?
The public sector has been slowly moving towards cloud-based SaaS solutions. Learn about steps providers take to address common questions.
Here are some tips to structure your day so that you have as much time as possible for your core tasks.
When it comes to using chatbots, you must plan for a seamless handoff between automated solutions and live agents.
Digital transformation encourages us to become more efficient through standardization, automation and the subsequent digitalization of these constantly recurring tasks and procedures.