Social media refers to websites and applications that are designed to allow people to share content quickly, efficiently, and in real-time. Most people define social media as apps on their smartphone or tablet, but the truth is, this communication tool started with computers. This misconception stems from the fact that most social media users access their tools via apps. The ability to share photos, opinions, events, etc in real-time has transformed the way we live and, also, the way we do...

Omnichannel is a hot word in the call center world right now. Everyone wants to be present everywhere across the web for fear of missing out.But dispersing our energy across the web could be a potential downfall for spreading ourselves thin and providing sub-par customer service when our goal was to do just the opposite.So if you’re ready to do omnichannel, how do you figure out which channels to adopt beyond your phone lines in order to delight your customers and help guide the way down...

Given its pervasive use in journalism, marketing and professional papers focus on the call center industry, one is put under the impression that there exists a clear and mutually agreed upon definition for the term QA. However, upon scouring a number of websites and a few search engine inquiries, it becomes rather clear that this isn’t entirely the case. There are existing countless blogs and whitepapers that look into the benefits of call center quality control, but very few seem...

Bad customer service examples offer great lessons on how to improve customer service. These customer service horror stories will give you a laugh…and a lesson.Real-world examples are a great tool for training your customer service staff.Some of the best examples are negative examples – case studies of what not to do in response to a customer request or complaint. To help get the ball rolling, we've provided several examples of actual customer service scenarios, reported by...

Customer service adalah bagian yang tidak terpisahkan dari pengalaman pelanggan dalam menggunakan produk kamu.Berbagai perusahaan telah mengeluarkan waktu, tenaga dan biaya untuk mempelajari serta memahami bagaimana cara memanfaatkan medium offline maupun online agar dapat memberikan layanan yang terbaik bagi para pelanggan. Mengapa demikian? Semakin banyak bisnis yang menyadari pentingnya meningkatkan kualitas layanan customer service mereka, karena customer service yang...