7 Annoying Aspects of Social Media Customer Service

While some businesses have a natural flair for social media, others sink more than they swim. Here are 10 habits to avoid if you’re trying to attract customers instead of annoy them.

1. Constantly patting your own back doesn’t convey quality work - it conveys egomania and maybe even a touch of delusion. Saying that you have the best products on the market doesn’t go far online; showing it is a much better use of your time.

2. When a customer goes out of their way to mention you in a post,...

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7 Ways to Reduce Call Volumes with Self-Service

Customers do not like waiting long periods to reach a customer agent.

When larger corporations such as Verizon, Sprint, Kmart, Walmart and others place their customers on hold, the one hour and more wait times cause distress. Many customers are impatient and will not even wait for more than five minutes on the phone.

When this happens, there is a large risk of losing customers. Adding and encouraging your self-service portal can help reduce call volumes drastically. The more accessible you make...

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How to Eliminate Hold Time

Ask someone what they hate the most about call centers and their answer could very well be this: holding. Waiting on the phone wastes the caller’s valuable time! Other grievances could include navigating unclear, lengthy phone menus and having to constantly repeat information to agents. Many call centers have unnecessarily complicated practices, which takes a major toll on customer service. Varying communication options, like call-back technology and live chat, provides a better call center...

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Jargon-busting the modern call centre

As technology develops, new words are entering the English language every day and it’s hard to keep up. There are approximately 1,000 new entries to Oxford Dictionaries Online every year – and a large proportion of these words are used to describe new technology or online behaviour.

It’s certainly no different in the modern call centre; with so much technology enabling call centres to improve their service, from cloud technology to CRM and IVR, it’s quite easy for new words or phrases to pop up...

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7 Things to Know About Employing Remote Call Center Agents

It’s common for call centers to have at-home, remote agents.  Convenience and lower cost are just two of the benefits to having employees who work from home. What do call centers need to know about employing and managing their agents who aren’t in-house, though? Read on to find out.

1. Hiring remote workers can potentially cut business costs by limiting office space.

2. By allowing agents to work where they’re most comfortable, productivity can go up, according to Forbes. The key to this is hiring...

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Offering Mobile and Social Support for Increased Customer Engagement

By Chris Ezekiel, Founder & CEO

It’s impossible to have a comprehensive discussion about customer engagement without raising the topics of mobile and social. Customers are on the go and expect in-the-moment service, literally at their fingertips. They are increasingly taking to social platforms such as Facebook, Twitter and community forums to seek support and air their complaints. Organizations that ignore these channels are missing out on prime opportunities to engage with customers and risk...

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How To Provide Technical Support Without Engaging Live Help & By Using Your IVR?

For most web, mobile, TV and cable users, encountering the “No reception – please contact your service provider for further assistance” message or having to reset a model or configure a product is a matter of contacting tech support. 

More frustrating than being deprived of your favorite TV show or social media is the daunting experience of trying to reach the technical support department via the company’s IVR system. Listening to multiple and confusing options, and finally, after pressing the...

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The multibillion dollar cost of poor customer service in Australia [INFOGRAPHIC]

Today’s customer is changing the world of customer service. They’re using more channels of communication, will switch businesses following an inadequate experience, and even take their revenge online.

Check out this infographic to discover the real impact of poor customer service in Australia, taken from independent research NewVoiceMedia carried out recently. Then download our report, ‘Australia: A Nation of Serial Switchers’ for all the facts and figures.

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Winning the hearts and minds of your customers... one customer at a time

This post was written by Natalia Piaggio, a Director in Business Development at NICE Systems. Natalia brings more than ten years of experience working in understanding customers and building customer engagement strategies to narrow the bridge between companies and consumers.

Customer Experience can be rocket science, but it doesn’t have to be…

Last week I flew from London to NYC to attend the Forrester Customer Experience Forum where over 1,200 professionals gathered to talk about the hot topic...

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4 Benefits of Cloud Contact Center Solutions

If you use a premise-based system at your contact center, you  may have any of the following problems: hiring limitations, extra expenses to upgrade, and customers who have a bad impression of your services. The solution may be a cloud-based contact center. Both inbound and outbound customer service will become easier and most cost effective, and compromising high quality service will be a thing of the past. Benefits of a cloud call center include:

1. Affordability without Limitation

The cloud may...

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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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4 Mistakes Call Centers Make

The knowledgeable customer expects the best - and if they don’t get it, they’ll take their business elsewhere. It may be time to re-think your customer service strategies in an effort to avoid these four mistakes that many call centers make.

1. Transferring the Caller

Sometimes, phone options (press 1 for Department A, press 2 for Department B) aren’t clear enough for the caller. It’s normal to finally get somebody on the phone and then find out you’re in the wrong place - in these circumstances,...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Pay Attention to Your SuperConsumers…it's best for your brand

The article written by Michelle Boockoff-Bajdek, Executive Vice President, Marketing and Sales  Quaero

I just went back and reread this March article in the Harvard Business Review, “Make Your Best Customers Even Better.”  It’s a thoughtful piece that does a good job of defining the “superconsumer,” those customers who are, for myriad reasons, your best.  Note, superconsumers are not necessarily your “heaviest users or most frequent purchasers,” as the article points out. In fact, as you’ll read,...

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