The Internet of Things (IoT): Can it improve customer experience for the better? And, if so, how can phone answering services capitalize on it to improve call efficiency and success rates? We review these critical questions by highlighting four major IoT supplement benefits right here, in this post. From product improvement to better client support coverage, [...]
In the call center, proper organization is the key to ensuring that call-ins are routed to the right people at the right time. One of the strategies used to achieve efficient call routing is that of call disposition codes—labels that identify who’s calling, where they’re channeling in from, and what they’re calling for. If your sales [...]
Call centers are incredibly useful for businesses of various sizes. Rather than having to staff an entire department which is responsible for taking calls, a business can rely on a call center to handle this vital function. As a business owner, it’s easy to see the appeal in this option, but how do you know if [...]
The effectiveness of call centers to deliver outstanding customer service experiences is largely based upon the experience of its agents. All customer service agents require ongoing and continuing education and training exercises to be able to adapt to the changing needs of customers. Developing the right team-building training exercises can focus on a variety of different [...]
Customers want three specific things when they call an answering service and customer support contact center: To speak with an experienced customer service agent. To speak with an agent that is personable, friendly, and engaging. To have their problems solved quickly. In order to provide these three things, you need to properly train your contact center [...]
Establishing customer contact call centers can be a major investment for businesses of any size. There are computers, facilities, equipment, technologies, employees and training required to be able to respond to customers when they need help. This is why many businesses choose to outsource their customer support. In addition to not having to worry about the [...]
Social media has done much more than connect people online with each other. It is also changing and influencing customer service and how it is delivered by businesses of all sizes. Whether it is small family-owned operations or call centers for global corporations, let’s take a look at how social media is being used. People can [...]
In a perfect world, your customers would always be happy with your products and services, but the reality is that you’ll eventually have to deal with angry customers on the phone. Here are some telephone answering service tips and tricks you can use in this situation. Listen and Offer Sympathy The first thing to do when [...]
The days of customers picking up the telephone and calling businesses’ answering services whenever they had a question, needed support, or wanted more information about products and services becomes less and less. Thanks to the internet, social media, and mobile devices, people now have a wider spectrum of ways to seek customer service. Any business, whether [...]
Improving first call resolution is one of the most common goals of contact center managers and phone answering service owners. After all, from the customer's perspective, receiving the correct information the first time they call in for help is the definition of satisfactory service. Many call centers struggle with balancing FCR against other metrics like service [...]
