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Squared Thinking

The Deal’s Not Over: After Close Care

Posted by Rob Bayer on Oct 25, 2022

As previously featured in Progress in Lending's Tomorrow's Mortgage Executive

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Need to Know Customer Service Statistics

Posted by Rob Bayer on Jun 15, 2022

Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty. 

Improve your customer service through outsourcing

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Filed under: customer service

7 Ways to Improve Customer Engagement on a Call

Posted by Taylor Edwards on Apr 28, 2022

Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '

This is why customer engagement and a focus on how you can improve customer service is so vital to the success and longevity of a company. Did you know that engaged customers can provide a 23% increase in profit, compared to just average customers? But the problem is, how do you keep your customers engaged? It can be tricky, especially when talking on the phone with them. Their attention was on something else before they got on the call with you, and you want to be able to gain and keep their attention. Here are 7 ways to improve customer engagement on a call:

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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 Taylor Edwards on Mar 07, 2018

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

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Filed under: customer service

Being Put on Hold is Linked to Bad Customer Service

Posted by Taylor Edwards on Feb 06, 2018

Why Being Put On Hold Frustrates Customers

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Filed under: customer service

Contact Center Success means having Happy Contact Center Employees

Posted by Jerry Wass 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 Taylor Edwards 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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