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 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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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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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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How Mobile Devices Are Changing the World of Customer Service

Today, it’s not just your website that has to be able to adapt to mobile customers - it’s your customer service, too. Mobile devices (smartphones and tablets) have allowed businesses to try out tailored, personal marketing - and it’s working. Mobile marketing isn’t exactly one-on-one, which would be practically impossible for big business, but it is business-to-niche. This type of outreach helps a business learn more about its customers while increasing engagement.

Fishing in a Smaller Pool

With mo...

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Around-the-Clock Customer Service: Why It’s Becoming More Essential to Your Success

Quality managers know that keeping customers waiting isn’t good for business. Time-sensitive industries have to be available at all times, but even companies that don’t require immediacy have customers who want answers now instead of later. Since the Internet is open 24 hours a day, seven days a week, your business’ customer service should be available around-the-clock as well.

Instantaneous Assistance is Expected

Certain things have specific, understandable deadlines: your pizza will be delivered...

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Who “Owns” Interaction Analytics?

Contact center managers and analysts often feel like they are in the dark ages of data collection when it comes to tracking call drivers. That’s because this type of tracking activity has historically involved many people.  Either your agents tracked the primary reason for calls on their phone, or in your CRM system, or even on a paper tracking sheet.  Your Quality Analysts or Supervisors tracking the information on evaluation forms may have even done this.

 

All of these processes included some...

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Customer Service Strategies for New Managers

Customer service isn’t a one-way street. Instead, it’s a conversation between your business and those who make your business successful: your customers. The people who buy your products and services are the ones who keep your company profitable, which is why it’s so important to involve them in your business processes. New managers should follow these tips for getting off on the right foot.

Define Business Values

Most business owners and managers wouldn’t dream of launching something without it...

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Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Customer Retention Through Your Contact Center Agents

The best customers you can find are the ones you already have. Customer retention should be a top priority in your company. According to Forrest Research it costs 5 times more to acquire new customers than it does to keep current ones. Unfortunately, many companies fail to make customer retention a priority. Satisfied customers not only increase sales through repeat business, but also help to expand the customer base through referrals.

Improving your customer retention plan should start in your co...

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Tools for Improving Workforce Optimization

In order to achieve and take your business to higher levels, you need to improve workforce optimization. What is workforce optimization? It is the compilation of workforce management, quality, and performance using management tools to benefit your business. So how do you do this within your business? Here are a few ways to start:

Gamification-  the use of games and a "fun environment" to create an atmosphere of fun and enthusiasm among workers. Google does this best. They have an environment that... continue reading this post »

Retention and Growth Based on Omni Channel Customer Service Improvement

Organizations must stay ahead of the curve by improving upon the different layers of the customer experience. From the call center, to social media, to web sites - customers interact with a firm on several different channels. Each level must be maintained and structured in order to encourage growth and garner current customer retention. The quality of omni channel customer service is essential to ensure a firm's success.

In order to keep up with ever changing trends and...

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5 Steps to Starting Social Customer Service

Portions of this article were originally posted on the @SoCoCare blog by Sarah Rolfing. View the original blog here.

Your customers are increasingly turning to their favorite social channels to give praise, offer feedback, ask questions and post criticism about your brand or service.  With that, comes new risk. (Who can forget stories like the PR nightmare United Airlines experienced after Dave Carroll turned to Youtube to post his “United Breaks Guitars” songs?)

But with the right strategies and...

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Your Personal Interaction Analytics Dictionary

Have you ever needed to buy a new computer, and thought you were pretty confident you could select one because you knew you wanted a 17” laptop, preferred a PC over a Mac, needed it to be compatible with a certain type external hard drive and would use it to suit your work and your kid’s gaming needs? So you march into your nearest electronics store sure that information would be enough to make the choice clear. However, when you get there, that isn’t the case. No problem, you’ll seek out the...

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