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6 Ways to Improve Customer Service

Posted by Taylor Edwards on Oct 16, 2018

It pays to have excellent customer service. Literally. Keeping your customers satisfied, happy, and loyal is 6 to 7 times cheaper than trying to gain new ones. Additionally, companies that offer superior customer service have an opportunity to make even more than those that don't. About 70% of customers say that they would be willing to pay as much as 5-25% more for a product or service if it guarantees that they will have access to the best possible customer service.

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Filed under: customer service

How To Outsource Customer Service and What to Look For

Posted by Clarissa Gotsch on Mar 07, 2018

Have you been thinking about outsourcing your companies' customer service?

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Being Put on Hold is Linked to Bad Customer Service

Posted by Clarissa Gotsch on Feb 06, 2018

Why Being Put On Hold Frustrates Customers

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Contact Center Success means having Happy Contact Center Employees

Posted by John Capes on Dec 28, 2016

There are a plethora of articles that can be found on the internet written about building successful contact centers. The question that needs more exploration is the one asked after the contact center is built. “How do you maintain that success and improve upon it?”  When you put your mind to it, it can prove to be a very challenging question. There are various answers and opinions will vary, but here is one possible answer worth considering.

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The Human Element vs. The Automated Message [E-Book]

Posted by Clarissa Gotsch on Dec 05, 2016

Download our free e-book about the Human Element vs. the Automated Message.

Your customers are human, right? You're human too, right? So it makes perfect sense that, even with so much advanced technology we can harness, we should still use, and keep the human element a main staple in our customer service and customer experience parts of our business. Download our free e-book that discusses exactly why we should keep the balance between the human element and the automated message.

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Redefining "Call Time" and Customer Service

Posted by Taylor Edwards on Nov 28, 2016

Average Call Time: A Baseline of Customer Service

Average Call Time (ACT), sometimes referred to as Average Handle Time (AHT), is often set as low as possible in the Customer Service (CS) industry. Although efficiency is paramount, education, conversation and service are also important factors. This average call time should be set at a minimum, not a maximum, duration. This way, representatives feel free to make suggestions, introduce new products or offer savings without regards for exceeding a time limit.

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