Blog

Ongoing Contact Center Training - The Key to Mastery

How do I gain mastery? Have you ever asked yourself this question when thinking about your job? Especially when one is new to a particular area, we all wish to acquire all the necessary skills as quickly as possible. However, gaining mastery is not something that you achieve overnight. Instead, it is about learning and practicing, over and over again, for months and often years.

Think of a pianist. In order to become highly skilled in playing the piano, ongoing training and practice are fundamental. Proper initial training, that teaches the basic techniques of piano playing, is important, but it is far from sufficient to master the instrument. A good pianist trains regularly and practices each new piano piece many times before presenting it to an audience.

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Tips to Master Live Chat Service

In this day and age, we are used to communicating through short text messages in real-time. We are connecting with our friends and loved ones via SMS text, iMessage, Whatsapp, Facebook Messenger, Instagram, and thousands of other apps. So it should come as no surprise that the popularity of customer service via live chat is increasing.

Customers value the quick, on-point service that is delivered while they can keep on working on other tasks at the same time.

For contact centers it is effective because it saves time, labor, and money. Agents can handle multiple customer requests at the same time, the communication is short and not as repetitive as emails, so that customers can get an instant response to their questions. 

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Is delivering quality customer service really that important?

The true cost of poor customer service

As last month’s twinkling trees and delightful decorations now seem something of a distant memory, customer expectations show absolutely no signs of slowing down as we welcome another new year.

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Five Call Center School Tips to Exceed Customer Expectations this Christmas

Well, it’s that time again. As children wait patiently for Santa Claus and our cameras become loaded with shots of happy times, the festive season is yet again upon us. While lasting memories are prevalent, frustration, disappointment and boiling tensions are also always rife at this time of year. Why oh why might you ask? Well, with stringent time, resources, and cash allocations, customers are right at this very moment scrambling to check every single item off their to-do lists before Christmas Eve!

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Go the extra mile. Succeed as the agent! Be The Customer.

It’s a crowded global marketplace out there, bursting at the seams with consumers who each have very different requirements, at different times, via different support channels. With that in mind, many organizations still strongly believe that it's as impossible to make a sweeping generalization about what every single customer expects than it is to sneeze with your eyes open.

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10 Tips to Exceed Customer Expectations With Home Agents

The very prospect of working from home oozes nothing but initially positive connotations with regards to assumed, lenient working schedules and carefree surroundings. Although home agents perform many, if not all, of the exact same tasks as their office based counterparts, the fundamentals of working from home are commonly distorted and misinterpreted.

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Fact or Fiction? Customer service has a parallel effect on customer retention.

We’re all customers. Yes, while it may seem like an obvious, generalized perception of everyday purchasing trends, resist the unnecessary facepalms for just a moment.

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