Customer Service

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 Train Agents for Chat Support

Apr 28 2014

28 / Apr / 2014 By Cheyserr de la Cruz

Multi-tasking agents are one of the advantages of using chat as a support channel. A well trained phone agent can also be a chat support agent and can often manage several sessions simultaneously. But most importantly, chat support channel is another way to provide assistance for customers who might be multi-tasking themselves or just don't like to use other channels. The... more

What Do You Want Out of Your Call Center?

Feb 6 2014

06 / Feb / 2014 by Cheyserr de la Cruz

We often think that what agents want does not coincide with what the management expects but try to have an open mind and ask your agents what they want. You might be surprised with their answers.

Learn how to give your agents what they want and increase their overall performance...

 

or... more

The Formula to Change Agent’s Behavior.

Jan 29 2014

29 / Jan / 2014 By Jordan Linford We can look at metrics until we are blue in the face. We can use every measurement tool out there to get in-depth insight, but if it isn't driving change in the behavior our agents then it is all for naught. It is just expensive data! So you may be asking, how do you change agent's behavior and what does ClearView know about it? We know because we have done it! ClearView was created on the call room floor... more

How To Get More Clients for Your Call Center.

Jan 22 2014

22 / Jan / 2014

By Jordan Linford

The third party call center business is dog eat dog. There are several players, rising above the noise is very difficult. Believe me I know, having been on the marketing side of third party call centers for several years I have had to address these challenges head on. As I have advanced in my career I learned what it takes to rise above that... more

Use Educated Customers to Your Advantage.

Nov 5 2013

05 / Nov / 2013

By Jordan Linford

Martin H Fisher, a German-born American physician and author, most famous for his teachings on the art and practice of medicine once said that “Knowledge is a process of piling up facts; wisdom lies in their simplification.” With the onslaught of information in our high-tech lives, customers have more... more

Top 5 Reasons Companies Choose Outsourcing

Dec 17 2012

17 / Dec / 2012

By Jordan Linford

Lower costs You might have assumed this was the leading reason and you would have been right. Cost decrease is ultimately the number one factor in the decision for companies to outsource. A vast majority of companies currently outsourcing states that decreasing expenses is their principle goal. According... more

Is Outsourcing Good for Your Company?

Sep 13 2012

13 / Sept / 2012

by Robin Villariza

Most companies find global outsourcing as beneficial to the international market. Global outsourcing assists in the creation of newer international markets, global citizenship, and the recognition of global talent and in a wider scope, helps in the economic development of all participating... more

Meeting our Customer Expectations

Sep 10 2012

10 / Sep / 2012

By Robin Villariza

Finding out your customer expectations is not that hard. Customer expectations are high and they expect you to meet them. Your customers are calling your call center because they need help to purchase a product, to resolve an account issue, maintain a product or ask a number of questions that they believe... more