Recent trends indicate that customer service operations are in worse shape than they’ve been in several years. Overall, contact centers are not satisfying the needs of customers. Main areas for improvement include:Resolving issues in a reasonable amount of time.Providing omni-channel service among the most used channels.Decreasing wait times to speak with an agent.Getting better at first call resolution and eliminating call transferring.Moving to a cloud contact center to meet customer...

Serbuan teknologi kecerdasan buatan ternyata memiliki banyak peluang yang dapat kita manfaatkan.Pengetahuan selama 200 tahun hidup manusia pada masa sebelum internet, sekarang terakumulasi dalam volume yang sama hanya dalam hitungan tahun. Gerd Leonhard, futurist dan penulis buku Technology vs Humanity, adalah salah satu yang menggarisbawahi fakta tersebut.Akumulasi pengetahuan yang membengkak tiba-tiba tersebut sejalan pula dengan temuan alat-alat berbasis kecerdasan buatan yang...

Whether your call center is at the top of its game or struggling to reach important KPI’s, reevaluating the way you do things in order to improve is essential to building and maintaining an optimal workforce.Here are some tips on how to improve quality score in a call center.Gather data. Lots of itKey performance indicators are the bread and butter of the call center industry, and for good reason. Keep a record of every call, when it arrived, how long it took to answer, how long it...

Here are five skills every agent should master. And, find links to training resources for every skill.1. You had me at hello.The moment when an agent lifts the phone to her ear and speaks her first few words is crucial to the rest of the customer interaction. The way an agent answers the phone sets the tone for the entire conversation with the customer. Coach agents with some techniques on how to prepare for a call. Before an agent takes a call, the agent needs to sit up straight, take a deep...

In the retail industry, it seems as though we are constantly faced with the issue of trying to find new customers. Most of us are obsessed with making sure our advertising, displays, and pricing all “scream out” to attract new business. This focus on pursuing new customers to increase sales is certainly prudent and necessary, but, at the same time, it can wind up hurting us. Therefore, our focus really should be on the loyal customers - the 20 percent of our clients who...