When does a business deliver exceptional customer service? It is when the volume of incoming calls handled by their customer service department is nil. To be more elaborate, it is when none of its customers are facing any inconvenience with regards to the company’s products or services and as a result of which there is no need for them to interact with the customer service department. But in a not so ideal world, hick-ups do…
People are often criticized for having their head in the clouds, but when it comes to your contact center, this…
Until recently, call centers were designed around easily-measured metrics such as Average Handle Time and Response Time. Also agents were…
Trin! Trin! The phone rings and John, a customer service representative employed by a reputed company, hurries to pick up the call. Before he could even utter a word, the customer at the other end of the phone starts yelling, “I’ve had enough of you. I want my issue to be resolved immediately.” And he demands to speak to a superior. Upon hearing this, a visibly stunned John tries to calm the air by using…
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