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.
The customer is king. Even in Corona times? Yes! Now it is even more important to make the customer the center of attention. 4 tips to keep the customer king.
Today's situation is motivating us to transform customer service like never before. Learn more about how this will help your company grow.
Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.
Customer needs have changed dramatically in recent years. What options do smaller companies in particular have to respond to these changes?
Navigating public sector services often feels like the complete opposite of a good customer experience. In 2020, why is this still the case?
Global survey supports need for software personalization with 82 percent reporting that easy-to-use software has a positive impact on service delivery.
The public sector has been slowly moving towards cloud-based SaaS solutions. Learn about steps providers take to address common questions.
Is it time to bring on seasonal employees? Use automated processes to help keep work moving quickly and ensure customer happiness.
From long Easter weekends to summer vacations, it's time for customer service teams to help seasonal employees get up to speed fast.
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.
Our survey discovered that more than half of these people are asked to cover for a colleague several times a month.
Digital transformation encourages us to become more efficient through standardization, automation and the subsequent digitalization of these constantly recurring tasks and procedures.
Tackle these five areas to make sure that your seasonal call center employees have a smooth transition.