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Your call center team leaders are some of the most important staff members who can help you attain your goals. For this position, you have to find people you can fully trust. Read More

You must therefore tackle the different types of challenging scenarios during your customer service training program. Below are a few challenging situations agents may encounter and tips on how to handle them. Read More

Unfortunately, it's also the most elusive. Customers stay with brands that provide a consistently positive experience, driven by a lasting emotional impact and great product value. Read More

You're probably already tired of hearing customer relations experts going on and on about speed. The case for fast customer support is strong and made more prevalent by the rise of smartphones and an ever-widening Internet penetration. These innovations rapidly altered customer expectations. Read More

As customers’ expectations change, the definition of customer service also evolves. Now, it has become more than just answering queries. Read More

The way brands and customer service providers interact with consumers gets more efficient but also more complex as new technologies are being developed. Read More

Needless to say, this is a big responsibility for brands. A cost-efficient and fast solution would be to partner with a customer service provider that can manage your social accounts 24/7. But if you choose to do it in-house, make sure that you have enough employees who can respond to customers qui Read More

Despite the boom of social media, email remains an integral part of the omnichannel customer service strategy.

Email’s a big hit among the 55-and-above age bracket, with 52% of them naming it as their preferred method of engaging with brands. Read More

It’s counterintuitive to call your IVR “interactive” when it’s actually not. In the call center, the purpose of the IVR system is to route calls to agents with the skills and knowledge required to solve a particular issue. To do this, it uses voice prompts to gather information. Customers then inpu Read More

Having a mobile app for customer support is one of the best ways to stay in touch with a smartphone-focused demographic.

But just how glued are we to mobile apps? Read More