Tag: Customer Service Strategy

Designate Essential Personnel For Your Contact Center

During an emergency, having the right people on hand at the right time is vital to your company's recovery. Do you know who those people are? People won't stop contacting your company for help during a disaster. They may be more inclined to contact you because they're concerned about the continued availability of your services.

Make Your 2020 Resolutions Come True… Right Now!

The beginning of a new year is a great time to energize ourselves for future pursuits, but it can be a struggle to maintain our resolve throughout the year. Here are some ways to get started on your resolutions, right now!

Will It Blend?: The Pros and Cons of Channel-Blended Agents

Despite our love for various contact channels, many organizations struggle to deliver consistent, effective assistance on every channel they support. One strategy for bolstering omnichannel success is the channel-blended agent: a contact center agent that handles customer contacts from more than one channel.

LANtelligence CCTR Insider: Why Leaders Don’t Act On Unstructured Feedback

It can be incredibly hard for leaders to organize and act on unstructured feedback effectively. Without the right processes and technology in place to capture and structure the random comments we hear from customers (via our front-line employees), it’s not possible to act on this information effectively even if we’re well aware of it.

LANtelligence CCTR Insider: Why Agents Don’t Share Unstructured Feedback

Unstructured feedback is the next great frontier in customer experience management, but the disorganized nature that gives the term its name makes it difficult to take full advantage of the goldmine.

LANtelligence CCTR Insider: Solutions to Maximize Unstructured Feedback

When we receive feedback in a disorganized way, it’s up to those capturing the feedback to give it some structure. Most employees haven’t been trained and don’t know what to do with these kinds of suggestions.

Six Hidden Costs of Saying “NO”

There is no shortage of reasons to tell a customer "no." In some cases, the law requires it! It's up to us to communicate necessary rejection while preserving the customer's goodwill towards us. Our actions when denying a customer decide the outcome.

LANtelligence CCTR Insider: Hold, please! 5 Steps For Happily Waiting Customers

Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.

Mixed Messages: Your Feedback Is Important, But We Don’t Have Time To Listen

Companies beg us to take their surveys, but what happens when customers beg for help? Many surveys conclude by telling customers that the company cannot respond to each customer individually. Customers are often directed to contact the company in another way, if they’re experiencing a problem that requires assistance. In essence, they’re saying, “thank you ...

Accelerating Feedback, Justifying Development, and Anticipating Questions with AI

Customer support is about expectations, and the expectations that customers have today were shaped by their previous experiences. No customer experience exists in a vacuum either. Expectations for all service providers are influenced by all service providers in every industry. Consumer expectations are changing all the time. As businesses scramble to get a competitive advantage ...