What Metrics do Executives Care About?

Feb 8 2016

When communicating with upper management and executives, it is important to understand that they interpret metrics in a different light. Be very careful of which metrics you choose to present to your high level executives. Figure out what issues your executives care about most and base your KPIs around those issues. Don’t always focus on metrics, but more on what those metrics actually mean and how they affect... more

What Does Outstanding Customer Service Mean?

Feb 1 2016

Many companies have a different understanding of what customer service means. It is important to know what it means to your company and what you are doing to achieve outstanding customer service. Customer service means something different to a restaurant than it does to a tech company. Creating your own definition of outstanding customer service is important. All companies need to understand what their customers... more

How to Win Millennials Through Customer Experience

Jan 25 2016

When trying to win millennials in today’s marketplace it is important to know who they are and what they want. It is more important to create a customer experience that satisfies their wants, than it is to satisfy their basic needs. In this post we will discuss a couple strategies to win millennials as customers.

DIY Customer Experience

Millennials will always avoid making a phone call if possible. They... more

When Focus Groups Should (and shouldn’t) be Used to Improve Customer Experience

Jan 18 2016

Are focus groups really that helpful? This is a question that has been asked by many with few answers. The ultimate goal with focus groups is to improve upon your processes while also improving the customer’s experience. In this post we will analyze when focus groups are useful and when they are not.

Effective Focus Group Situations.

One... more

When Does Outsourcing Affect Customer Service?

Jan 11 2016

Often times when companies are making the decision to outsource, they are only looking at how it can decrease their costs. It is important to consider what level of customer service you are likely to achieve through outsourcing. In my opinion, this is more important than what the costs will be. In some situations it could be worth spending more money to ensure that a third party outsourcer helps provide greater... more

Three Suggestions to Produce Continuous Customer Satisfaction

Jan 4 2016

One of the largest obstacles facing contact centers is the task of providing continuous customer satisfaction. It can seem like an impossible task because we know most people dread speaking with contact centers. Keep reading to discover three suggestions for producing continuous customer satisfaction.The most important aspect of consideration when creating continuous customer satisfaction is the ability to create a user-friendly experience.... more

Customer Service Fails

Dec 22 2015

This time of year many of us are stuck dealing with overcrowded and understaffed stores. A large number of us will have to deal with poor customer service. Sometimes it is almost comical how poorly one can be treated. Take a look at this compilation of customer service fails and give yourself a good laugh.

We hope you have a happy holiday season! Thanks for... more

Benchmarking is Essential for Customer Support Success

Dec 15 2015

Benchmarking is a necessary practice in any type of business or organization and should be practiced whenever possible. There are many different situations and areas of business that can, and should, be benchmarked. Why not discover the best practices for your business if you have the chance to do so? Nobody owns or runs a perfect or flawless company. There is no reason to be content when there is always room for growth and improvement. Here are... more

Handling High Call Volume During Peak Season

Dec 7 2015

As the holiday season approaches, many call centers deal with large peaks in call volume. A significant percentage of retail companies have to hire seasonal employees to help satisfy their customer need during the holidays. During this peak season it is crucial to maintain a high service level. Multiple studies have shown that 15% of callers hang up after waiting on hold for just 40 seconds. If 15% of customers hang up after 40 seconds, then we... more

Transitioning to the New Year

Nov 30 2015

As December approaches, we find ourselves looking back and wondering how time passed us by so quickly. Many times we begin to evaluate our past year and how we can improve in the year to come. Below are 5 tips every business should follow when evaluating the past year, and planning for progress in the year to come:Be sure to put your business in a position to grow. This includes but is not limited to, double checking the finances (to assure room... more