Difficult Customers

Difficult Customers and How to Handle Them

Angry customers, for the most part, feel that they have been wronged, taken advantage of or made to feel foolish and therefore are very upset and emotional about the situation. Read more »

Listening Skills for Improved Performance

Listening Skills to improve engagement and performance in your call center?Yep!I know, developing your listening skills doesn't seem all that exciting and afterall, will it really have any positive impact?Improving Listening Skills... Read more »
Call Center IVR System

7 Tips For an Effective IVR Experience

IVR (Interactive Voice Response) has been a game-changer in the handling of customer calls. It carries the weight of responsibility in regards to fulfilling a best practices approach to customer service.Let’s face... Read more »
Customer Service

Empowering Agents to Personalize the Customer Service Experience

Overseeing Call Center agents and managers working well in synchronicity with programs, systems and customers is, quite frankly, the job supervisors do daily. Some days, it seems more like a dream than... Read more »
Call Center Texting for Customer Service

4 Tips for Texting (SMS) with Your Customers

Also referred to as SMS...Texting is risky business. Like it or not, text messaging is here to stay. Innovative competitors are using whatever methods necessary to keep in touch with cutting-edge technology... Read more »
Call Center Self Service

The Key to Your Call Center’s Self-Service Strategy

In today’s digital world, a self-service strategy must be included in your call center’s overall business plan.  Customers who would contact your call center have access to megabytes of information in the... Read more »

What to Consider When Implementing Your Call Center CRM Strategy

There are many ways to consider when implementing a CRM strategy in your call center.  According to Wikipedia, “Customer Relationship Management (CRM) is a system for managing a company’s interactions with current... Read more »
Call Center Leadership Communication

How to Respond to Your Customers Through Your Call Center Agents

The performance of your agents in your call center is where customer loyalty is won and lost. It is always about keeping a customer through selling a belief that the customer is... Read more »
Call Center Social Media

Integrating Social Media With Your Call Center Customer Service

To begin, let’s establish this fact, shall we: Call centers cease to exist when poor customer service persists.  Eventually, the word gets out and a reputation of terrible, first call resolutions (FCR)... Read more »
Call Center Customer Service

7 Habits of Highly Successful Agents In Your Call Center

In this article, the habits that make up a successful call center agent are reviewed.  From my experience, having these habits helps determine the success of your call center.  Additionally, you can... Read more »