Measuring First Call Resolution (FCR) precisely is not an easy task. The good thing is, customers don’t care if or how you measure FCR, they just want you to achieve it.
However, this doesn’t mean measuring FCR isn’t important, so don’t sweep it under the rug just yet. By getting the exact metrics for your FCR, you will find out if […]
Once you realize how important the FCR (First Call Resolution) of your company’s customer service department is, you will want to improve it and optimize it. This is because call centers now focus on measuring outcomes, rather than measuring efficiency metrics. In a word, one of the most important metrics you will need to measure is “Did we manage to […]
One of the greatest illusions of the modern business is that there is no connection between customers’ call center experience and customers’ loyalty. If you are asking yourself what is the correlation and how does this whole thing work – we will break it down for you in this article.
A recent research analyzed if the customers’ experience with a company’s […]
Customer service is a vital part of any customer oriented business. And as a primary way to communicate to your clients, it should be stellar and complete process that provides people with positive customer experience. However, the perfect customer service is not something that happens by itself. In order to achieve such state your company needs to follow 11 basic […]
Since most people contact customer support regarding a problem they have with the company’s product or service, it is understandable that they might be a bit irritated to some point from the beginning of the conversation. In such situation, the customer service agent should be very cautious to not cause a customer meltdown. However, there are some phrases that can […]
Getting customers to love your company is a hard thing to do. However, it is not impossible.
Except for the quality of your product, the next most important role in your company’s success is played by the customer experience that it provides. Your customer service department should be an well-oiled machine, but great customer experience should be a primary object for […]
So, year 2020 is here and it is time to focus on your holiday retail strategy success. Hopefully, you’re having fun time – many sales, giant website traffic, so many new customers and a lot of revenue. Everything that makes Christmas a perfect time for the normal entrepreneur.
However, now is no time to rest, because, as people say – there […]
Improving customer loyalty is the number one target of the customer service, since the beginning of it. But since the customer satisfaction depends on it, you need to level up your customer communications.
Most of the time, customer agents are too busy dealing with problems and complaints and they discard the possibility of proactive customer care – it is the ability […]
There is a saying that states “The great product will only take you so far, but the great customer service will take you anywhere”. We take this saying very seriously, so we like to provide our customers with the needed help and their customers with an exquisite service – a great customer service. But what are the main principles of […]
As most things, customer landscape shifts constantly. Customers’ easy access to information about vendors, and the erosion of barriers to switching among competitors have combined to create a much more challenging environment for customer service.. Moreover, evidence shows that customers no longer tolerate rushed, rude or ineffective customer service. Instead, they would rather stick with companies that provide satisfying customer […]